Agentforce is transforming how organizations deliver their services by enabling teams to work more efficiently alongside AI-powered agents. These agents are capable of autonomous reasoning within a set of constraints, allowing them to analyze complex data, make informed decisions, and take appropriate actions without constant human intervention. They integrate seamlessly with existing workflows, automating repetitive tasks, streamlining operations, and providing intelligent recommendations that enhance productivity.
However, to enable the application of Agentforce in a systematic way, at scale, organizations need to address the following challenges:
- “Where should AI agents be placed to maximize value?”
- “How can we measure the impact of agents’ work before deployment?”
- “How can we monitor their effectiveness post deployment?”
And ultimately: “What strategies ensure return on investment while scaling agents adoption?”
To answer these questions, businesses need complete visibility into their existing processes. Without clear insight, AI implementations risk automating the wrong tasks or introducing inefficiencies rather than improving them. This is where process intelligence becomes indispensable.
Our company Apromore, is a Salesforce portfolio company and strategic partner for process intelligence, providing organizations with the ability to analyze real-world processes, pinpoint inefficiencies, and identify the optimal points for AI intervention within an end-to-end customer journey, using transactional data as input. By combining process mining with predictive simulations, Apromore enables organizations to validate AI-driven enhancements before deployment, ensuring they align with business goals and customer experience expectations.
From Idealized Workflows to Real-World Complexity
At a high level, many business processes appear structured and straightforward. A common loan origination scenario might follow this sequence:
- An applicant submits a request.
- A service agent triages and processes the application.
- The verification team assesses the application and makes a loan offer.
- The offer is either accepted or rejected.
A typical loan origination scenario
While this simplified view may reflect how a bank may intend their loan origination process to work, real-world service operations are significantly more complex. Business processes often contain thousands of decision pathways, containing intricate sequences of tasks that may hide bottlenecks, rework loops and unnecessary handoffs that slow down handling times and lead to high operational costs.
A real-life loan origination process is far more complex than how we perceive it.
Common issues that impact customer experience include:
- Process bottlenecks – Customers waiting too long for responses due to workload imbalances, or due to long laborious manual tasks.
- Repetitive manual tasks – Users performing redundant verification steps, for example as a result of triaging a request into the wrong channel.
- High operational costs – Pathways consisting of many tasks taking significant user time, or users being misallocated leading to rework.
- Compliance risks – Risk incidents such as errors in handling sensitive information that expose the company to regulatory breaches.
Could all these be viable opportunities to place agents into the process? And, which of these issues has the highest impact, and as such, it should be prioritized for agent automation? Identifying the best places for Agentic AI to work alongside users is not simply a matter of introducing virtual agents. It requires a data-driven approach, where process intelligence is used to diagnose inefficiencies, predict the outcomes of AI interventions, and continuously refine automation strategies.
How Apromore Process Intelligence Enables Agentforce
To successfully integrate AI-powered automation into an organization’s business processes, we recommend to follow a structured approach, which we call “Roundtrip Process Mining”. This approach consists of four phases:
- Discover – Use Apromore process mining to perform a due diligence on your processes: automatically discover the real process from your Salesforce data and that of other systems, and automatically identify Agentic opportunities based on the key friction points and compliance issues highlighted by Apromore. This can take as little as a 1-hour workshop.
- Simulate – Use Apromore’s digital twin technology to model agentic improvements and other automation interventions, and simulate the future-state process to predict the impact of these interventions before implementation.
- Implement – Jump into Agentforce to implement the modeled AI improvements and automation interventions. You can accelerate creation of agentic AI actions by using Apromore’s new task mining capabilities. Task mining can reveal the actual set of actions users perform when carrying out a task. In turn, these user routines can be fine-tuned with Apromore simulation so that agents only “learn” not just how to automate a task, but how to do it in the most efficient way possible.
- Monitor – Once your Agentforce solution is in place, you can feed its run logs into Apromore to continuously track agents performance and compliance, and assess their effectiveness over time. Any deviation from your process KPI targets can be root-caused with Apromore, to refine the agents’ actions as required. This leads back into the Discover phase.
Apromore’s roundtrip process mining approach, enabling Agentforce at scale
For example, a bank may discover through process mining that the loan origination triage process is one of the primary sources of delays in their customer service operations. By introducing an AI-driven pre-screening agent, they can:
- Reduce the time users spend on manual data collection and validation.
- Shorten response times for customers seeking loan approvals.
- Improve process compliance by ensuring applications meet all requirements before user review.
By leveraging process intelligence, businesses can test these AI enhancements in a simulated environment before rolling them out. This enables organizations to evaluate key metrics such as efficiency gains, compliance risks, and customer satisfaction impacts, reducing uncertainty before real-world implementation.
Future-Proofing AI-Driven Customer Service
For Salesforce customers, process intelligence is essential for unlocking the full potential of AI automation. Apromore provides a structured framework to ensure Agentfoce implementations are effective, scalable, and continuously improving.
Key benefits include:
- Accelerated AI adoption – Identifies and prioritizes AI agent use cases.
- Scalability – Enables AI to be deployed beyond a limited number of processes.
- Competitive differentiation – Positions AI-powered automation as an advantage over legacy systems.
- Performance monitoring – Provides ongoing visibility into AI effectiveness and return on investment.
Rather than treating AI adoption as a one-time initiative, process intelligence enables businesses to build an adaptive, data-driven AI strategy that can systematically scale throughout the organization, and evolve with changing customer needs.
Take your Agentforce Automation to the Next Level
With Apromore’s process intelligence, you have the tools you need to design, test, deploy, and continuously improve your Agentfoce automation solutions – all in one powerful platform. Don’t let outdated processes hold your ability to scale AI. Embrace this game-changing capability and unlock new levels of efficiency and innovation.
Contact us today to learn more or schedule a demo and experience the power of Agentforce with Apromore process intelligence.
