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Together, Agents and Humans Will Drive Customer Success
By Linda Saunders, Director Solutions Engineering, Africa Salesforce
AI is advancing rapidly, capturing the attention of CEOs, CTOs, and CIOs with its proven ability to boost productivity, enhance employee performance, and improve customer relationships.
We are entering the third wave of AI where autonomous AI agents will go beyond simply generating and analysing content, as chatbots and copilots did in the first and second waves and will be able to reason and autonomously take action for human colleagues. Indeed, they’ll work 24/7 to tackle individual, low-value, time-consuming tasks or collaborate with other agents to get larger, more complex jobs and projects done.
In sales, for example, they’ll engage with prospects, answer questions, manage objections, and schedule meetings based on CRM and external data, allowing sellers to focus on building deeper customer relationships. With dynamic, conversational self-service, they can be configured to answer customer questions using companies’ existing knowledge base so they can automatically resolve account access. They can also triage registration and payment issues, directing customers to the appropriate resources.
Put simply, the future of AI is agents, and it’s here. Companies need to get ready to implement fast as these autonomous agents will become central to organizations’ customer engagement and experience strategies.
Working together, these customisable agents can autonomously take action on tasks and free up workers to focus on the jobs only they can do.
At Dreamforce, Salesforce unveiled Agentforce – a groundbreaking suite of customizable, autonomous agents and tools, makes it easy for customers to build their own ‘agent force’ — a revolutionary step forward in enterprise AI that will boost productivity, efficiency, and customer satisfaction across service, sales, marketing, commerce, and more. Agentforce is how humans with AI drive customer success together and it’s been designed so that any organisation can build, customise, and deploy their own agents quickly and easily, with low-code tools.]
Complementing skills, and ensuring accountability
The leap from generative to agentic AI will transform how humans work.
Despite business eagerness to experiment with and deploy AI, many still worry about how to do so safely, how to keep data under their control, and make sure they can trust the AI’s output.
There is considerable concern about AI displacing workers or becoming too powerful and working at odds with humans.
Agents require guardrails, and they have to be monitored to make sure that they’re doing what they’re supposed to.
Success requires not just finding the AI models or building AI actions that best suit a company’s needs but having the infrastructure and data security to do so responsibly.
Audit trails are necessary to hold autonomous AI agents accountable, just as employers might establish key performance indicators (KPIs) to keep human workers marching toward their expected goals.
It’s important to think about the role of agents at work as a partnership between people and AI. Complementing skills and intelligence will bring better business outcomes.
While agents can orchestrate complex actions on behalf of the user, they require those skills to be configured and need a degree of hand-holding to perform at their best.
Businesses need to take their employees on the AI journey. They will require training to work with autonomous AI agents because they need context and onboarding much like new employees.
Setting direction, clear goals, and giving feedback ultimately helps AI train itself better.
The future of work is a hybrid workforce
Together, agents with humans will drive customer success. This is what AI is meant to be.
Every company has more jobs to be done than the resources available to do them. As a result, many jobs go unaddressed or uncompleted.
An estimated 41% of employee time is spent on repetitive, low-impact work, and 65% of desk workers believe generative AI will allow them to be more strategic, according to the Salesforce Trends in AI Report.
However, it’s essential for AI agents to understand and execute their expansive capabilities. It’s equally, if not more, important for them to recognize their limitations and understand when human intervention is necessary.
The future of work is a hybrid workforce composed of humans with agents, enabling companies to compete in an ever-changing world. With AI, humans can focus on what’s really important: human relationships.
University of Lagos (UNILAG), Akoka, has officially banned skitmaking, content creation and other video recording activities within its campus and hostels without prior authorization.
Mrs. Adejoke Alaga-Ibraheem, head of Communication, UNILAG, in a statement, said that the ban followed growing concern over the increasing use of university facilities for unapproved video productions, including comedy skits, vox pops and film shoots.
“The attention of the University Management has been drawn to the rising use of the University premises, including hostels and other facilities, for shooting of films, videos, skits, and similar cinematographic activities without proper authorisation,” parts of the statement read.
According to UNILAG, the decision aims to safeguard the institution’s image, maintain decorum within the academic environment, and ensure that its premises are not misrepresented in online or public content.
The university emphasized that any individual, whether a student, staff member, or external party, must seek and obtain formal approval from the institution’s Communication Unit before carrying out any form of recording or production on campus.
While acknowledging the importance of creative expression and media engagement, UNILAG maintained that all such activities must comply with its established rules and procedures to preserve order and safety.
The statement also appealed to members of the university community and the general public to strictly adhere to the new directive “in the interest of order, safety, and collective responsibility”.
Multichoice Nigeria Limited has been been ordered by Lagos Court to pay damages for breaching consumer rights, in rulings hailed by regulators as victories for consumer protection.
In Lagos, the High Court presided over by Justice R. O. Olukolu awarded ₦5 million in damages against Multichoice for unlawfully disconnecting a paid DStv subscription belonging to Mr. Ben Onuora.
The court held that the disruption caused undue hardship to the subscriber and his family, and ordered the company to reconnect the service and extend the subscription to cover the lost period.
The judgment cited Sections 130, 136, and 142–145 of the Federal Competition and Consumer Protection Act (FCCPA) 2018.
Reacting to the judgments, the Federal Competition and Consumer Protection Commission (FCCPC) described them as landmark decisions that reinforce Nigeria’s consumer protection framework.
In a statement signed by Mr. Ondaje Ijagwu, director of Corporate Affairs for Mr. Tunji Bello, executive vice chairman, FCCPC, said the rulings demonstrate the effectiveness of judicial enforcement under the FCCPA.
“These outcomes strengthen consumer confidence and marketplace accountability,” Bello said, commending the judiciary and encouraging consumers to continue seeking redress through lawful channels.
Between March and August 2025, the FCCPC facilitated recoveries exceeding ₦10 billion for consumers across 30 sectors, according to the Commission.
The FCCPC reiterated its commitment to promoting fair markets and protecting consumer rights nationwide.
MultiChoice Group is set to delist from the Johannesburg Stock Exchange (JSE) on December 10 2025, after Canal+ secured control of more than 90% of its shares, effectively completing its takeover of the African pay-TV giant.
The Group, in a notice to shareholders at the weekend, announced that trading of its shares on both the JSE and A2X will be suspended from Monday, October 27, 2025.
The official delisting date of December 10 is pending regulatory approvals from the JSE, A2X, and the Financial Surveillance Department of the South African Reserve Bank.
Canal+, a French media conglomerate and subsidiary of Vivendi, crossed the 90% shareholding threshold, enabling it to invoke Section 124(1) of South Africa’s Companies Act.
This legal provision allows Canal+ to compulsorily acquire all remaining MultiChoice shares from shareholders who did not accept its offer.
According to the notice, Canal+ will acquire the remaining shares on the same terms and offer price presented during the takeover bid.
“The Remaining MultiChoice Shareholders are reminded of their rights to apply to a court of competent jurisdiction within 30 business days after receiving the Notice in terms of section 124(2) of the Companies Act (“Section 124(2) Rights”).” The notice read.
If no legal challenges are raised, Canal+ will complete the compulsory acquisition six weeks after the notice date, finalising MultiChoice’s transition into a wholly owned subsidiary of the French media group.
The delisting will mark the end of MultiChoice’s 6-year presence on the JSE, where it was listed in 2019 following its spin-off from Naspers.
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