{"id":10892,"date":"2025-12-19T15:10:11","date_gmt":"2025-12-19T07:10:11","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=10892"},"modified":"2025-12-19T15:10:12","modified_gmt":"2025-12-19T07:10:12","slug":"agentforce-on-help","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ap\/blog\/agentforce-on-help\/","title":{"rendered":"Rethinking the Customer Experience with Infinite Capacity"},"content":{"rendered":"\n

Anyone who has ever led a service organisation knows what it means to work within limits. There\u2019s never enough time, budget, or people. So we prioritise and make trade-offs. We decide which customers we help first. That\u2019s how most of us have always run our businesses.<\/p>\n\n\n\n

On a rare occasion, something comes along that doesn\u2019t just help you manage the constraints. It makes you question them. For us, that was Agentforce.

We launched Agentforce on Help<\/a> in October 2024 to make self-service easier for our customers and support operations more efficient, but it quickly became much more. Today, Agentforce has handled more than two million conversations<\/a>. It took nine months to reach the first million, and just half that time to reach the second million. Two things come to mind, the technology is moving faster than anyone expected, and our customers are ready for it.<\/p>\n\n\n\n

Along the way, the question changed from \u201cWhich customer has priority?\u201d to \u201cHow can we do more for customers?\u201d<\/p>\n\n\n\n

That shift is bigger than service. Agentforce is changing how businesses operate. Looking back on the past year, three things stand out.<\/p>\n\n\n\n

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See Real Customer Success with Agentforce<\/h2>\n\t\t\t\t\t\t\t

See how leading organisations are cutting costs, scaling faster, and building deeper customer loyalty.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t

\n\t\t\t\t\tWatch the Keynote on Salesforce+<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t
\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t
<\/div>\n\t\n\t\t\t\n\t\t\"\"\n\n\t\t\n\t\t\t\t\t\"\"\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\t\t\t\"\"\n\t\t\n\t<\/div>\n\n\n\n

1. Learning and iteration drive results<\/h2>\n\n\n\n

We started our Agentforce journey small: test, learn, iterate. Almost immediately, we saw that AI agents could enhance experiences in ways we hadn\u2019t expected.<\/p>\n\n\n\n

Language support<\/a> is a really great example. A year ago, our support teams could serve customers in just two languages: English and Japanese. Today, Agentforce on Help supports seven. And with instant live chat translation, our human agents can do the same. Customers everywhere are getting help that feels personal, immediate, and understood.<\/p>\n\n\n\n

The industry is taking notice too. Futurum Research recently named Agentforce on Help the #1 agentic help solution<\/a>* in the market. <\/p>\n\n\n\n

But it\u2019s our customers who are proving what really matters. When you keep learning and improving, you don\u2019t just keep up. You pull ahead.<\/p>\n\n\n\n

*Agentic Support Services: Benchmarking Enterprise Software Customer Help, a commissioned study by Futurum on behalf of Salesforce, August 2025<\/em><\/p>\n\n\n\n

2. AI agents are changing what\u2019s possible in service and beyond<\/strong><\/h2>\n\n\n\n

At Dreamforce, we shared the story of Engine<\/a>, a travel management company supporting nearly a million travelers worldwide. That\u2019s a massive capacity challenge. With Agentforce, Engine launched an AI agent in just 14 days that now handles 30% of customer inquiries, instantly expanding their ability to serve travelers without adding headcount.<\/p>\n\n\n\n

\"Engine\n\t\t\t\n\t\t\t\t\n\t\t\t<\/svg>\n\t\t<\/button>
Celebrating Engine, a Customer Success Award winner at Dreamforce. With Agentforce, they launched an AI agent in just 14 days, expanding capacity to support nearly a million travelers. [Image credit: Salesforce]<\/em><\/figcaption><\/figure>\n\n\n\n

\u201cWe\u2019re building for scale, not just speed,\u201d says Mollie Bodensteiner, SVP of Operations at Engine. They shifted from managing constraints to unlocking possibilities. The result was 70% year-over-year growth. That\u2019s what happens when capacity is no longer the limit.<\/p>\n\n\n\n

We\u2019re seeing it in hiring too. Asymbl<\/a>, a workforce orchestration company, faced a similar challenge. During hypergrowth, they needed to quadruple their workforce but didn\u2019t have enough recruiters to make it happen.<\/p>\n\n\n\n

Using their Recruiter Suite, Agentforce Recruiting Agent, and Slack<\/a>, they built a hybrid team that worked alongside their human recruiters. The result? They hired and onboarded their workforce, achieving a 1,529% ROI, elevating their human recruiters, not replacing them.<\/p>\n\n\n\n

\"\"\n\t\t\t\n\t\t\t\t\n\t\t\t<\/svg>\n\t\t<\/button>
Celebrating Asymbl, a Customer Success Award winner at Dreamforce. They proved how Agentforce can scale recruiting during hypergrowth, helping teams hire 100 people in 100 days without sacrificing quality or overloading people. [Image credit: Salesforce]<\/em><\/figcaption><\/figure>\n\n\n\n

\u201cAgentforce, Slack, and the Asymbl Recruiter Suite helped us hire 100 people in 100 days without overwhelming the team or sacrificing quality,\u201d says Brandon Metcalf, CEO and Founder of Asymbl.<\/p>\n\n\n\n

These stories aren\u2019t just about technology. They\u2019re about giving people back time to do what matters: solving problems, creating experiences, building relationships. And it\u2019s not just service, it’s redefining how entire organisations work.<\/p>\n\n\n\n

3. When capacity is limitless, service becomes proactive<\/strong><\/h2>\n\n\n\n

Before Agentforce, every team in service, sales, operations, and marketing was built to respond. A case comes in. A form is filled out. Someone checks a shared inbox and decides what gets handled first. No matter how dedicated the team, progress could only move at the speed of capacity.<\/p>\n\n\n\n

We all know what that feels like: the \u2018no-reply\u2019 email, the hold music, the late-night case that waits until business hours. It wasn\u2019t a failure of effort. It was a limit of the model. Agentforce hasn\u2019t erased that overnight. But it has given us something we\u2019ve never had before: room to rethink it.<\/p>\n\n\n\n

Because when capacity is infinite, the model doesn\u2019t have to stay the same. AI agents don\u2019t just answer faster. They help us work differently. What if they could guide customers before problems appear? What if they could help people unlock features they already pay for, but haven\u2019t discovered yet? What if we shifted from reacting to anticipating?<\/p>\n\n\n\n

That\u2019s the opportunity in front of us. Not just better service, a different kind of customer experience.<\/p>\n\n\n\n

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Reimagine service at every touchpoint<\/h2>\n\t\t\t\t\t\t\t

Learn how to deliver frictionless experiences, empower human experts, and reduce costs across every service discipline.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t

\n\t\t\t\t\tWatch the TSIA ENVISION Keynote<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t
\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t
<\/div>\n\t\n\t\t\t\n\t\t\"\"\n\n\t\t\n\t\t\t\t\t\"\"\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\t\t\t\"\"\n\t\t\n\t<\/div>\n\n\n\n

What comes next<\/h2>\n\n\n\n

This first year has been about learning how we build, how we support, and how we work together with Agentforce to elevate human expertise. <\/p>\n\n\n\n

Innovation is only accelerating. But our goal remains the same: deliver the best experiences for customers while creating more meaningful work for the people who serve them.<\/p>\n\n\n\n

The constraints that shaped customer experience for decades are beginning to fall away. And when they do, possibility takes their place. We\u2019re still early. And I\u2019m grateful to be building what\u2019s next with all of you.<\/p>\n\n\n\n

<\/p>\n","protected":false},"excerpt":{"rendered":"

From managing constraints to designing what\u2019s possible for customers<\/p>\n","protected":false},"author":743,"featured_media":10889,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"68dee7855ed4b0897b6c212fAP","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[72,14,472,23,665,776,807],"sf_content_type":[],"coauthors":[56],"class_list":["post-10892","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-high-tech","sf_topic-it","sf_topic-c-suite","sf_topic-artificial-intelligence","sf_topic-agentforce","sf_topic-agentic-ai","sf_topic-admins"],"yoast_head":"\nRethinking Customer Experience with AI - Salesforce<\/title>\n<meta name=\"description\" content=\"See how agentic AI expands capacity and empowers teams to deliver better experiences at scale with Salesforce Help on Agentforce.\" \/>\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\/agentforce-on-help\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Rethinking the Customer Experience with Infinite Capacity\" \/>\n<meta property=\"og:description\" content=\"See how agentic AI expands capacity and empowers teams to deliver better experiences at scale with Salesforce Help on Agentforce.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/ap\/blog\/agentforce-on-help\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:published_time\" content=\"2025-12-19T07:10:11+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-12-19T07:10:12+00:00\" \/>\n<meta name=\"author\" content=\"Jim Roth\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:image\" content=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/11\/All-Winners-1.jpg\" \/>\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=\"5 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\/agentforce-on-help\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/agentforce-on-help\/\"},\"author\":[{\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/#\/schema\/person\/image\/01323f42704bcad83b816dec3a061fb3\"}],\"headline\":\"Rethinking the Customer Experience with Infinite Capacity\",\"datePublished\":\"2025-12-19T07:10:11+00:00\",\"dateModified\":\"2025-12-19T07:10:12+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/agentforce-on-help\/\"},\"wordCount\":928,\"commentCount\":0,\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/agentforce-on-help\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/11\/All-Winners-1.jpg\",\"inLanguage\":\"en-SG\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.salesforce.com\/ap\/blog\/agentforce-on-help\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/agentforce-on-help\/\",\"url\":\"https:\/\/www.salesforce.com\/ap\/blog\/agentforce-on-help\/\",\"name\":\"Rethinking Customer Experience with AI - 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