{"id":10694,"date":"2025-11-27T13:28:24","date_gmt":"2025-11-27T05:28:24","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=10694"},"modified":"2025-12-08T15:54:40","modified_gmt":"2025-12-08T07:54:40","slug":"support-requests-agentforce","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/","title":{"rendered":"2 Million Conversations Handled by Agentforce, and We&#8217;re Just Getting Started"},"content":{"rendered":"\n<section class=\"key-takeaways wp-block-salesforce-blog-key-takeaways\" aria-label=\"Key Takeaways\">\n\t<div class=\"wp-block-salesforce-blog-key-takeaways__inner\">\n\t\t<div class=\"wp-block-salesforce-blog-key-takeaways__header\">\n\t\t\t<div class=\"wp-block-salesforce-blog-key-takeaways__title\">\n\t\t\t\t<h2 class=\"wp-block-salesforce-blog-key-takeaways__title-text\">\n\t\t\t\t\tKey Takeaways\t\t\t\t<\/h2>\n\t\t\t<\/div>\n\t\t<\/div>\n\n\t\t<button \n\t\t\tid=\"wp-block-salesforce-blog-key-takeaways-button\"\n\t\t\tclass=\"wp-block-salesforce-blog-key-takeaways__button\"\n\t\t\taria-controls=\"wp-block-salesforce-blog-key-takeaways-content\"\n\t\t\taria-expanded=\"false\"\n\t\t\taria-label=\"\n\t\t\tToggle Key Takeaways content\t\t\t\"\n\t\t>\n\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" fill=\"none\" viewBox=\"0 0 22 22\" aria-hidden=\"true\"><path fill=\"url(#a)\" d=\"M17.401 6.445a1.525 1.525 0 0 1 2.153 0 1.517 1.517 0 0 1 0 2.149l-7.977 7.961a1.526 1.526 0 0 1-2.154 0L1.446 8.594a1.517 1.517 0 0 1 0-2.149 1.524 1.524 0 0 1 2.153 0l6.9 6.886z\" \/><defs><linearGradient id=\"a\" x2=\"10.5\" y2=\"17\" gradientUnits=\"userSpaceOnUse\"><stop stop-color=\"#BA01FF\" \/><stop offset=\"1\" stop-color=\"#0250D9\" \/><\/linearGradient><\/defs><\/svg>\n\t\t<\/button>\n\n\t\t\t\t\t<div id=\"wp-block-salesforce-blog-key-takeaways-content\" class=\"wp-block-salesforce-blog-key-takeaways__content\" aria-hidden=\"true\">\n\t\t\t\t\n\n<ul class=\"wp-block-list\">\n<li><strong>Massive Scale and Efficiency:<\/strong> Agentforce has successfully handled over two million support conversations, allowing Salesforce to scale its service capacity significantly while freeing up human agents to focus on more complex, relationship-building tasks.<\/li>\n\n\n\n<li><strong>Balancing Accuracy with Empathy:<\/strong> Agentforce utilises a Knowledge Cycle to continuously refine answer accuracy through data analysis and a Service Cycle to ensure AI responses are context-aware and empathetic, matching the tone required for high-stakes situations.<\/li>\n\n\n\n<li><strong>Global Accessibility:<\/strong> Agentforce is actively expanding its reach by supporting multiple languages\u2014including French, German, and Japanese\u2014and has demonstrated high resolution rates in non-English interactions without requiring manual translation.<\/li>\n<\/ul>\n\n\t\t\t<\/div>\n\t\t\t\t\t\t\t<footer class=\"wp-block-salesforce-blog-key-takeaways__footer\">\n\t\t\t\t\tThis summary was created with AI and reviewed by an editor.\t\t\t\t<\/footer>\n\t\t\t\t\t\t<\/div>\n<\/section>\n\n\n\n<p>When we launched Agentforce on Help in October 2024, our goal was to set the standard for world-class, agentic service. Agentforce on Help is an AI agent that supports customers directly on our Salesforce Help site, answering customer service questions in natural language, grounded in unified data, to deliver fast, 24\/7 service while freeing human support engineers to focus on more complex issues.<\/p>\n\n\n\n<p>Our approach to Customer Success has always been rooted in the principles of Easy and Expert, helping to ensure every interaction is effortless and backed by trusted, expert-level guidance. That vision comes to life through intuitive design, deep product knowledge, and user context, all working together to deliver fast, confident answers with minimal effort.<\/p>\n\n\n\n<p>Today, Agentforce has handled more than two million conversations, and adoption continues to accelerate. That\u2019s over 2 million moments where Agentforce delivered fast, accurate, and trusted service, without hold music, frustration, or cold transfers to different &#8220;departments.&#8221; Just real help, exactly when it\u2019s needed.<\/p>\n\n\n\n<p>Agentforce is also transforming <a href=\"https:\/\/www.salesforce.com\/ap\/blog\/start-working-with-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">how our internal teams work<\/a>. By answering routine and repetitive support questions, Agentforce is freeing up our support and success teams to focus on what they do best: solving complex issues, building deeper customer relationships, and driving long-term value. We\u2019ve seen firsthand how this shift is enabling our teams to be more proactive, strategic, and impactful than ever before. This isn\u2019t just about efficiency, it is <a href=\"https:\/\/www.salesforce.com\/ap\/blog\/agentforce-on-help\" target=\"_blank\" rel=\"noreferrer noopener\">expanding capacity<\/a> of our teams.<\/p>\n\n\n\n<!-- The script tag should live in the head of your page if at all possible -->\n\n\n<!-- Put this wherever you would like your player to appear -->\n<img decoding=\"async\" style=\"width: 100%;margin: auto\" class=\"vidyard-player-embed\" src=\"https:\/\/salesforce.vidyard.com\/watch\/4wqCYNrpWhyZUy8xa6HZWq\" data-uuid=\"4wqCYNrpWhyZUy8xa6HZWq\" data-v=\"4\" data-type=\"inline\" \/>\n\n\n\n<p><\/p>\n\n\n\n<p>Thanks to Agentforce, customers can answer questions and solve problems easier and faster than ever, so they can spend more time moving their business forward.<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u201cUsually I\u2019m having to read through four or five posts on the community page to figure out the right answer. With this, I don\u2019t have to weed through anything. That is a game changer when you\u2019re up against so many deadlines.\u201d<\/p>\n<\/blockquote>\n<span class=\"citation-role\">Misty Fierro, Co-Founder, Change Authority (Salesforce Consulting Partner)\u00a0<\/span>\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fsupport-requests-agentforce%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=2%20Million%20Conversations%20Handled%20by%20Agentforce%2C%20and%20We%E2%80%99re%20Just%20Getting%20Started\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=2%20Million%20Conversations%20Handled%20by%20Agentforce%2C%20and%20We%E2%80%99re%20Just%20Getting%20Started&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fsupport-requests-agentforce%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewBox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fsupport-requests-agentforce%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"2 Million Conversations Handled by Agentforce, and We&#8217;re Just Getting Started\" https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div>\n\n\n<p>Agentforce lets us scale high-quality, meaningful service without compromising trust or the customer experience,&nbsp;regardless of volume or time of day.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-how-it-works\"><strong>How it works<\/strong><\/h2>\n\n\n\n<p>Agentforce is fast and accurate because it\u2019s built into Salesforce\u2019s deeply unified platform, connecting data, metadata, APIs, and agents to respond to every customer request swiftly, securely, and at scale.<\/p>\n\n\n\n<p>Powered by <a href=\"https:\/\/www.salesforce.com\/ap\/data\/\" target=\"_blank\" rel=\"noreferrer noopener\">Data 360<\/a>, Agentforce analyses both structured data, like account history and product usage,\u00a0and unstructured content,\u00a0like knowledge articles and product documentation, to deliver precise, personalised answers. Its deep understanding comes from the <a href=\"https:\/\/www.salesforce.com\/ap\/agentforce\/what-is-a-reasoning-engine\/atlas\/\" target=\"_blank\" rel=\"noreferrer noopener\">Atlas Reasoning Engine<\/a>, which orchestrates prompts, code, and LLM calls to classify intent and guide behaviour using definable topics, instructions, and actions. While our source content is still in English, Agentforce can understand and respond in multiple languages, which allowed us to launch our Help experience in Japanese, with more languages coming soon\u2014without the need for costly translation cycles.<\/p>\n\n\n\n<p>With the new <a href=\"https:\/\/www.salesforce.com\/ap\/agentforce\/command-center\/\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce Observability<\/a>, we\u2019re also able to track performance in real-time. We use detailed metrics on latency, escalations, and errors, along with real-time alerts, to identify content gaps, tune prompts, and keep Agentforce running smoothly.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-we-ve-learned\"><strong>What we\u2019ve learned<\/strong><\/h2>\n\n\n\n<p>Two million conversations later, we\u2019ve seen a little bit of everything, from \u201cHow do I cook spaghetti?\u201d to \u201cOnly answer in hip-hop lyrics.\u201d But in between the unexpected prompts, we\u2019ve learned some valuable lessons. The most important? Agentforce needs to be as dependable and insightful as our best employees. Smart, yes, but also capable of delivering great, customer-centric service.<\/p>\n\n\n\n<p>We started small with a limited rollout and targeted content to learn fast, iterate, and improve. Now, Agentforce delivers reliable, multilingual service at scale using a broad range of data.<\/p>\n\n\n\n<p>Here are two best practices we believe every organisation should consider when bringing AI into their service strategy:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-1-power-your-agent-with-dynamic-intelligence-not-a-static-script\"><strong>1. Power your agent with dynamic intelligence, not a static script<\/strong><\/h3>\n\n\n\n<p>Building an effective AI agent requires combining structured and unstructured data, understanding intent, and improving through feedback and analytics. We call this process the Knowledge Cycle, and it\u2019s what gives Agentforce the ability to deliver accurate, context-aware answers at scale. That means going far beyond a static knowledge base. As we piloted, we stood up weekly performance reviews, real-time monitoring, and AI-driven evaluation tools to continuously test and tune answer quality. We updated content, refined prompts, and fine-tuned retrievers, all based on real usage data and human review. Today, this adaptive infrastructure runs inside Agentforce itself, enhancing performance with every interaction.<\/p>\n\n\n\n<p>But delivering accurate answers is only half the story. To truly support customers, an agent also needs to respond in a way that reflects the situation, bringing the right context, the right tone, and the right information to move things forward.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-design-for-customer-experience-from-the-start\"><strong>2. Design for customer experience from the start<\/strong><\/h3>\n\n\n\n<p>The Service Cycle is about more than the answer the agent knows, it\u2019s about how the agent makes people <em>feel<\/em>. One of the key lessons we\u2019ve learned is that delivering the right answer doesn\u2019t matter if it lands the wrong way.<\/p>\n\n\n\n<p>Just like we train our human support engineers to lead with empathy, we designed Agentforce to recognise context and respond appropriately. When a customer reports a Salesforce outage, a high-stakes moment, the agent doesn\u2019t jump into troubleshooting. It starts with acknowledgement such as \u201cI\u2019m sorry to hear that\u201d and signals urgency such as \u201cI\u2019ll get you to a support engineer as fast as possible\u201d. That response isn\u2019t just about accuracy, it\u2019s about delivering a service experience that earns trust and reflects the customer\u2019s needs.<\/p>\n\n\n\n<div class=\"layout-one wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\"><strong>See how Agentforce is performing<\/strong><\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">We use Agentforce every day to support Salesforce customers \u2014 and we\u2019re sharing our performance data to show exactly how it\u2019s delivering.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/ap\/agentforce\/use-cases\/customer-zero\/\">Explore live results<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t<div class=\"wp-block-offer__graphics wp-block-offer__contour\"><\/div>\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-one.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__accent\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-one.png\" alt=\"\">\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__cloud\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-cloud-layout-one.png\" alt=\"\">\n\t\t\n\t<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-s-coming-next\"><strong>What\u2019s coming next<\/strong><\/h2>\n\n\n\n<p>Two million conversations are just the beginning. We drew on customer feedback to develop three innovations that will make the Help experience even more intuitive, accessible, and valuable:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-language-expansion\"><strong>Language expansion<\/strong><\/h3>\n\n\n\n<p>Agentforce now supports French, German, Italian, Japanese, Portuguese, and Spanish, with more languages coming soon.&nbsp;Our Japanese launch on June 20 has already facilitated more than 50,000 conversations, demonstrating an impressive 77% resolution rate.&nbsp;This doesn\u2019t require any painstaking human translation on our part, as Agentforce understands and responds in the customer\u2019s language, directly from the English source content.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-voice\"><strong>Voice<\/strong><\/h3>\n\n\n\n<p>We\u2019re making service more natural and accessible with new voice capabilities. Combined with our mobile optimisations, this will unlock truly conversational service anywhere, anytime, for every customer.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-personalisation\"><strong>Personalisation<\/strong><\/h3>\n\n\n\n<p>By tapping into Salesforce data, Agentforce will offer proactive, personalised service. From suggesting next-best actions to improved case management and appointment scheduling, it will adapt to the specific needs of each customer.<\/p>\n\n\n\n<p>These aren\u2019t just product enhancements. They\u2019re part of a broader effort to create a customer experience that is more proactive, more personalised, and easier than ever.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-two-million-and-counting\">Two<strong> million and counting<\/strong><\/h2>\n\n\n\n<p>This milestone confirms what we set out to prove: AI can deliver world-class customer experiences <em>and<\/em> improve resource efficiency.&nbsp;<\/p>\n\n\n\n<p>We\u2019ve seen how Agentforce can resolve requests quickly and accurately, while freeing up our teams to focus on more complex, high-value interactions. By combining the Knowledge Cycle and Service Cycle, intelligent answers <em>and<\/em> considerate delivery, we\u2019re building service experiences that enable humans and AI to achieve more together than they ever could on their own.<\/p>\n\n\n\n<p>We\u2019ll keep sharing what we learn from our Agentforce journey and we invite you to come along with us. Visit our <a href=\"https:\/\/www.salesforce.com\/ap\/agentforce\/use-cases\/customer-zero\/\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce on Help Case Study page<\/a> to explore the latest developments and we hope it will inspire you to start shaping your own AI strategy.<\/p>\n\n\n\n<p>Here\u2019s to the next million, and beyond.&nbsp;<\/p>\n\n\n\n<p><em>This article may include references to services or features that are still in development and are unreleased. Customers should make their Agentforce purchase decisions based on fully released and available features.<\/em><\/p>\n\n\n\n<div class=\"layout-four wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\">See Agentforce in Action<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">See how Agentforce scaled to one million conversations \u2014 delivering faster, trusted answers with AI-powered service.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/plus\/experience\/discover_agentforce\/series\/discover_agentforce\/episode\/episode-s1e10\">Watch the Salesforce+ Video<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-four.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__accent\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-four.png\" alt=\"\">\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__cloud\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-cloud-layout-four.png\" alt=\"\">\n\t\t\n\t<\/div>\n","protected":false},"excerpt":{"rendered":"<p>How Agentforce helps humans and AI agents achieve more together, helping to deliver faster answers and deeper impact.<\/p>\n","protected":false},"author":147,"featured_media":10693,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"686d0fa522fb554e85c3b7d6AP","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[77,211,14,472,23,665,808],"sf_content_type":[707],"coauthors":[56],"class_list":["post-10694","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-best-practices","sf_topic-data-culture","sf_topic-it","sf_topic-c-suite","sf_topic-artificial-intelligence","sf_topic-agentforce","sf_topic-salesforce-on-salesforce","sf_content_type-blog"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Agentforce on Help Handles Over 2 Million Conversations - Salesforce<\/title>\n<meta name=\"description\" content=\"Now over 2 million moments that Agentforce on Salesforce Help delivered fast, accurate, and trusted service.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"2 Million Conversations Handled by Agentforce, and We&#039;re Just Getting Started\" \/>\n<meta property=\"og:description\" content=\"Now over 2 million moments that Agentforce on Salesforce Help delivered fast, accurate, and trusted service.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:published_time\" content=\"2025-11-27T05:28:24+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-12-08T07:54:40+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/11\/2M_requests_11_2025.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1500\" \/>\n\t<meta property=\"og:image:height\" content=\"844\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Jim Roth\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Jim Roth\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"7 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/\"},\"author\":[{\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/#\/schema\/person\/image\/01323f42704bcad83b816dec3a061fb3\"}],\"headline\":\"2 Million Conversations Handled by Agentforce, and We&#8217;re Just Getting Started\",\"datePublished\":\"2025-11-27T05:28:24+00:00\",\"dateModified\":\"2025-12-08T07:54:40+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/\"},\"wordCount\":1364,\"commentCount\":0,\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/11\/2M_requests_11_2025.png\",\"inLanguage\":\"en-SG\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/\",\"url\":\"https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/\",\"name\":\"Agentforce on Help Handles Over 2 Million Conversations - Salesforce\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/11\/2M_requests_11_2025.png\",\"datePublished\":\"2025-11-27T05:28:24+00:00\",\"dateModified\":\"2025-12-08T07:54:40+00:00\",\"author\":{\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/#\/schema\/person\/1b5bd51101a4ee879a0d2b50509c6d54\"},\"description\":\"Now over 2 million moments that Agentforce on Salesforce Help delivered fast, accurate, and trusted service.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/#breadcrumb\"},\"inLanguage\":\"en-SG\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-SG\",\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/#primaryimage\",\"url\":\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/11\/2M_requests_11_2025.png\",\"contentUrl\":\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/11\/2M_requests_11_2025.png\",\"width\":1500,\"height\":844,\"caption\":\"Agentforce lets us scale high-quality, meaningful service without compromising trust or the customer experience \u2014 regardless of volume or time of day. [Image credit: Joel Wheat \/ Salesforce]\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.salesforce.com\/ap\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"2 Million Conversations Handled by Agentforce, and We&#8217;re Just Getting Started\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/#website\",\"url\":\"https:\/\/www.salesforce.com\/ap\/blog\/\",\"name\":\"Salesforce\",\"description\":\"News, tips, and insights from the global cloud leader\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.salesforce.com\/ap\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-SG\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/#\/schema\/person\/image\/01323f42704bcad83b816dec3a061fb3\",\"name\":\"Jim Roth\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-SG\",\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/#\/schema\/person\/image\/42256dc7b2923d8a13f2b5c74bdd405d\",\"url\":\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2023\/06\/jim20roth.jpg?w=150&h=150&crop=1\",\"contentUrl\":\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2023\/06\/jim20roth.jpg?w=150&h=150&crop=1\",\"width\":\"150\",\"height\":\"150\",\"caption\":\"Jim Roth\"},\"description\":\"Jim is Executive Vice President,\u00a0Customer Support. His approach is to move fast and apply user-obsessed product management, design thinking, and modern technology to help drive experience innovation.\",\"url\":\"https:\/\/www.salesforce.com\/ap\/blog\/author\/jim-roth\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Agentforce on Help Handles Over 2 Million Conversations - Salesforce","description":"Now over 2 million moments that Agentforce on Salesforce Help delivered fast, accurate, and trusted service.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/","og_type":"article","og_title":"2 Million Conversations Handled by Agentforce, and We're Just Getting Started","og_description":"Now over 2 million moments that Agentforce on Salesforce Help delivered fast, accurate, and trusted service.","og_url":"https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/","og_site_name":"Salesforce","article_published_time":"2025-11-27T05:28:24+00:00","article_modified_time":"2025-12-08T07:54:40+00:00","og_image":[{"width":1500,"height":844,"url":"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/11\/2M_requests_11_2025.png","type":"image\/png"}],"author":"Jim Roth","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Jim Roth","Est. reading time":"7 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/#article","isPartOf":{"@id":"https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/"},"author":[{"@id":"https:\/\/www.salesforce.com\/ap\/blog\/#\/schema\/person\/image\/01323f42704bcad83b816dec3a061fb3"}],"headline":"2 Million Conversations Handled by Agentforce, and We&#8217;re Just Getting Started","datePublished":"2025-11-27T05:28:24+00:00","dateModified":"2025-12-08T07:54:40+00:00","mainEntityOfPage":{"@id":"https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/"},"wordCount":1364,"commentCount":0,"image":{"@id":"https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/#primaryimage"},"thumbnailUrl":"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/11\/2M_requests_11_2025.png","inLanguage":"en-SG","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/","url":"https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/","name":"Agentforce on Help Handles Over 2 Million Conversations - Salesforce","isPartOf":{"@id":"https:\/\/www.salesforce.com\/ap\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/#primaryimage"},"image":{"@id":"https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/#primaryimage"},"thumbnailUrl":"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/11\/2M_requests_11_2025.png","datePublished":"2025-11-27T05:28:24+00:00","dateModified":"2025-12-08T07:54:40+00:00","author":{"@id":"https:\/\/www.salesforce.com\/ap\/blog\/#\/schema\/person\/1b5bd51101a4ee879a0d2b50509c6d54"},"description":"Now over 2 million moments that Agentforce on Salesforce Help delivered fast, accurate, and trusted service.","breadcrumb":{"@id":"https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/#breadcrumb"},"inLanguage":"en-SG","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/"]}]},{"@type":"ImageObject","inLanguage":"en-SG","@id":"https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/#primaryimage","url":"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/11\/2M_requests_11_2025.png","contentUrl":"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/11\/2M_requests_11_2025.png","width":1500,"height":844,"caption":"Agentforce lets us scale high-quality, meaningful service without compromising trust or the customer experience \u2014 regardless of volume or time of day. [Image credit: Joel Wheat \/ Salesforce]"},{"@type":"BreadcrumbList","@id":"https:\/\/www.salesforce.com\/ap\/blog\/support-requests-agentforce\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.salesforce.com\/ap\/blog\/"},{"@type":"ListItem","position":2,"name":"2 Million Conversations Handled by Agentforce, and We&#8217;re Just Getting Started"}]},{"@type":"WebSite","@id":"https:\/\/www.salesforce.com\/ap\/blog\/#website","url":"https:\/\/www.salesforce.com\/ap\/blog\/","name":"Salesforce","description":"News, tips, and insights from the global cloud leader","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.salesforce.com\/ap\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-SG"},{"@type":"Person","@id":"https:\/\/www.salesforce.com\/ap\/blog\/#\/schema\/person\/image\/01323f42704bcad83b816dec3a061fb3","name":"Jim Roth","image":{"@type":"ImageObject","inLanguage":"en-SG","@id":"https:\/\/www.salesforce.com\/ap\/blog\/#\/schema\/person\/image\/42256dc7b2923d8a13f2b5c74bdd405d","url":"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2023\/06\/jim20roth.jpg?w=150&h=150&crop=1","contentUrl":"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2023\/06\/jim20roth.jpg?w=150&h=150&crop=1","width":"150","height":"150","caption":"Jim Roth"},"description":"Jim is Executive Vice President,\u00a0Customer Support. His approach is to move fast and apply user-obsessed product management, design thinking, and modern technology to help drive experience innovation.","url":"https:\/\/www.salesforce.com\/ap\/blog\/author\/jim-roth\/"}]}},"jetpack_featured_media_url":"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/11\/2M_requests_11_2025.png","jetpack_sharing_enabled":true,"distributor_meta":false,"distributor_terms":false,"distributor_media":false,"distributor_original_site_name":"Salesforce","distributor_original_site_url":"https:\/\/www.salesforce.com\/ap\/blog","push-errors":false,"_links":{"self":[{"href":"https:\/\/www.salesforce.com\/ap\/blog\/wp-json\/wp\/v2\/posts\/10694","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.salesforce.com\/ap\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.salesforce.com\/ap\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/ap\/blog\/wp-json\/wp\/v2\/users\/147"}],"replies":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/ap\/blog\/wp-json\/wp\/v2\/comments?post=10694"}],"version-history":[{"count":2,"href":"https:\/\/www.salesforce.com\/ap\/blog\/wp-json\/wp\/v2\/posts\/10694\/revisions"}],"predecessor-version":[{"id":10712,"href":"https:\/\/www.salesforce.com\/ap\/blog\/wp-json\/wp\/v2\/posts\/10694\/revisions\/10712"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/ap\/blog\/wp-json\/wp\/v2\/media\/10693"}],"wp:attachment":[{"href":"https:\/\/www.salesforce.com\/ap\/blog\/wp-json\/wp\/v2\/media?parent=10694"}],"wp:term":[{"taxonomy":"sf_topic","embeddable":true,"href":"https:\/\/www.salesforce.com\/ap\/blog\/wp-json\/wp\/v2\/sf_topic?post=10694"},{"taxonomy":"sf_content_type","embeddable":true,"href":"https:\/\/www.salesforce.com\/ap\/blog\/wp-json\/wp\/v2\/sf_content_type?post=10694"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.salesforce.com\/ap\/blog\/wp-json\/wp\/v2\/coauthors?post=10694"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}