Agentforce is a masterclass in how not to build with Gen AI

Have you ever met someone who enjoys dealing with Agentforce in Salesforce Help? All I have heard are complaints. It's an ironic example of how not to build with Gen AI.

My guess is there was a directive to prove that Agentforce could fully replace human customer support. Streamline, sure. Replace? No. Salesforce was too eager to prove the sales pitches of the Hype Lords, and frankly should have been savvy enough to avoid that trap.

Their determination to force users to interact with the agent with no escape hatch, even when it's maddeningly draining their life force, is awful design. It's become a running joke in the Salesforce community and yet they still haven't bothered to improve it.

The blasé attitude about not adding a simple "Submit a Case" button, even if only after the user has attempted resolution in the chat? Par for the course for Salesforce. Harsh, but backed by analysis of the Salesforce IdeaExchange. "Ideas" that are actually customers begging for remediation of tech debt or problematic feature design or half-integrated software acquisitions languishing for years.

Talk about an opportunity to demonstrate the value of Agentforce's development skills, having agents clear that baggage from the IdeaExchange. And yet those metrics have been notably absent from Salesforce claims of Agentforce success.

I have heard real GenAI wins from Salesforce customers, agents woven into broader solutions to handle the nondeterministic bits. (This is the way.)

But as for Salesforce itself, I'm hearing a lot more AI talk than I'm seeing walk.

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Worth noting here, #Rabbitforce (link in comments) is a handy dandy shortcut to submit a case despite Agentforce's best efforts to thwart you. Thank you, Matt Pieper. Just note that you have to be able to login to Salesforce to submit a case.