{"id":68139,"date":"2025-10-09T11:36:12","date_gmt":"2025-10-09T18:36:12","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=68139"},"modified":"2025-12-01T21:06:11","modified_gmt":"2025-12-01T10:06:11","slug":"ai-for-lead-qualification","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/blog\/ai-for-lead-qualification\/","title":{"rendered":"100 Million Missed Opportunities Later, We Found a Better Way To Sell"},"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>100 million sales leads have gone unanswered at Salesforce over the past 25 years; there weren&#8217;t enough reps to respond.<\/li>\n\n\n\n<li>Agentforce now enhances our sales teams, autonomously following up on every lead.<\/li>\n\n\n\n<li>As a result, tens of thousands of leads have been re-engaged and dozens of deals have closed. <\/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>Sales teams are always chasing more leads, but even the best reps are limited by the clock. There simply aren&#8217;t enough hours in the day to follow up on every prospect, which means countless leads and potential deals fall through the cracks; opportunities that are too small, premature or too numerous fail to get the attention they deserve.&nbsp;<\/p>\n\n\n\n<p>This was the case at Salesforce, where CEO Marc Benioff <a href=\"https:\/\/www.youtube.com\/watch?v=0RkNkGihrvc\" target=\"_blank\" rel=\" noopener\">estimated<\/a> that about 100 million sales leads have gone unanswered over the past quarter century. \u201cWe just couldn\u2019t call them back because we didn\u2019t have enough people,\u201d he said. Now, as an <a href=\"\/au\/agentforce\/agentic-enterprise\/\" target=\"_blank\" rel=\" noopener\">agentic enterprise<\/a>, Salesforce is using <a href=\"\/au\/sales\/ai-sales-agent\/\" target=\"_blank\" rel=\" noopener\">AI sales agents<\/a> to automate outreach, lead qualification and follow-ups and to book meetings. The result? A scalable system that makes sure no lead ever goes cold again.\u00a0<\/p>\n\n\n\n<p>In July, we started using Agentforce to augment our sales teams. An agent autonomously follows up on every lead and turns them into opportunities. The results were nearly immediate and tangible. As of 1 October:&nbsp;&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>68,000 leads have been newly analysed and re-engaged,<\/li>\n\n\n\n<li>156,000 emails have been sent, 94,000 opened and 2,400 replied to,<\/li>\n\n\n\n<li>800 meetings have been autonomously booked and<\/li>\n\n\n\n<li>dozens of deals have closed. <\/li>\n<\/ul>\n\n\n\n<p>Here\u2019s why we created an agent for our team, how we did it and what we\u2019ve learnt.&nbsp;<br><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-why-salesforce-created-its-own-sales-agent\">Why Salesforce created its own sales agent<\/h2>\n\n\n\n<p>It\u2019s simple: Salesforce was leaving business on the table. Historically, only one in four sales leads were followed up on. The rest were ignored because they scored too low to justify human outreach.&nbsp;<\/p>\n\n\n\n<p>Lead scoring is a common sales process that assigns a value to prospects based on their demographics, behaviour and sales readiness. It\u2019s a necessary but sometimes flawed way to prioritise a sales team&#8217;s limited time. Designed to focus on the most obvious, high-scoring leads, it can overlook hidden opportunities, leads that may seem low-quality on the surface but are actually strong prospects.&nbsp;<\/p>\n\n\n\n<p>The other reason leads were ignored was even more practical. There are a finite number of sales development reps (SDRs) \u2014 about 400 \u2014 at Salesforce and millions of leads show up on our radar each year.&nbsp;<\/p>\n\n\n\n<p>\u201cEvery day there are tens of thousands of people who come to our website and fill in a form,\u201d said Vanessa Tabbert, senior director of sales development at Salesforce. \u201cWe could never scale enough humans to do that level of outreach.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-how-the-sales-agent-works\">How the sales agent works <\/h2>\n\n\n\n<p>Salesforce is <a href=\"\/salesforce-on-salesforce\/\" target=\"_blank\" rel=\" noopener\">Customer Zero<\/a> for many new technologies, which means we pilot our own technology companywide, gathering insights and sharing best practices with customers.\u00a0<\/p>\n\n\n\n<p>Agentforce is a digital extension of your sales team. You give it its own account and the right permissions and, following rules of engagement and opt-out preferences, it works around the clock on a schedule you set.&nbsp;<\/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\">Scale effortlessly with Agentforce<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Watch Agentforce in action and discover how to retool for growth with AI-augmented sales.<\/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=\"\/au\/form\/sales\/agentforce-for-sales-demos\/?d=pb\">Watch demo <\/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\/au\/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\/au\/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\/au\/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<p>Once a prospect is assigned to the agent, it automatically adds them to a series of email outreach steps. The agent then takes over, sending customised emails based on what it knows about the prospect. All of this agent activity appears in the lead\u2019s activity history so your human reps always have a full, clear picture.<\/p>\n\n\n\n<p>The agent generates a personalised initial email based on a prospect\u2019s record details. This information is gathered when someone fills in a web form, attends an event or registers for a webinar or demo.&nbsp;<\/p>\n\n\n\n<p>If the prospect doesn\u2019t respond, the agent sends a follow-up. If they do reply, the agent identifies their interest level, sends a response containing a meeting link and copies the human sales rep.&nbsp;<\/p>\n\n\n\n<p>If a prospect asks a question, the agent provides answers generated from product or customer service documentation uploaded in <a href=\"\/au\/agentforce\/agent-builder\/\" target=\"_blank\" rel=\" noopener\">Agent Builder<\/a>, a tool that lets you build and deploy agents without writing code.\u00a0<\/p>\n\n\n\n<p>A critical step is feeding the agent with relevant information so it can communicate with the prospect most effectively and in the organisation\u2019s voice and tone. This became a foundational commitment for the entire project. It meant viewing the underlying data infrastructure as the true key to the agent&#8217;s success.<\/p>\n\n\n\n<p>\u201cWe needed to invest more in our data strategy,\u201d said Jenny Tran, senior director of product management, sales and AI agents, at Salesforce. \u201cAll the content ingested into Agentforce is from <a href=\"\/au\/crm\/what-is-crm\/\" target=\"_blank\" rel=\" noopener\">CRM<\/a> and <a href=\"\/au\/data\/\" target=\"_blank\" rel=\" noopener\">Data 360<\/a>.\u201d<\/p>\n\n\n\n<div class=\"layout-nine 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\">Join the Salesblazer movement<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">We\u2019re building the largest and most successful community of sales professionals, so you can learn, connect, and grow.\u00a0<\/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:\/\/join.slack.com\/t\/salesblazer-community\/shared_invite\/zt-385fovphf-fxQGRIqM_op9u7qUULdOHg\">Get started<\/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\/au\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-nine.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\n\t<\/div>\n\n\n\n<p>By using Data 360 to unify all company data (such as past purchases, support history and website activity), the agent can see the complete story of the prospect. It can then personalise every interaction, from the tone of an email to the details of the solution it offers.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-we-learnt\">What we learnt <\/h2>\n\n\n\n<p>One important thing we learnt is that the out-of-the-box email prompts we initially used were too generic to be useful for most prospects. They didn\u2019t reflect a prospect\u2019s specific interest \u2014 say, if they asked about a particular product.&nbsp;<\/p>\n\n\n\n<p>Now, the email prompts are customised to be more detailed, grounded in data from trusted company information like product guides. This grounds the AI, allowing it to write an answer that is on point and aligned with the company&#8217;s official voice.&nbsp;<\/p>\n\n\n\n<p>\u201cThe real unlock is the investment in the prompts and the tuning of this agent \u2014 because that is the only way to make it more personalised,\u201d said Tran. \u201cTurning the agent on and configuring it is super easy. The hard work is figuring out what content we want the agent to impart, determining the tone of the email and how to align it with Salesforce culture and messaging.\u201d<\/p>\n\n\n\n<p>The team is continuing to A\/B test and enhance email prompts to make communication as personalised as possible.&nbsp;<\/p>\n\n\n\n<p>Another key takeaway is the importance of transparency \u2014 a key component of building trust in the AI era. From the start, every email to a prospect stated up front that it was coming from Agentforce.&nbsp;<\/p>\n\n\n\n<p>\u201cWe\u2019re not trying to trick anybody or make anybody think that it\u2019s a human,\u201d said Tabbert, adding that most prospects had a positive reaction to the AI outreach.&nbsp;<\/p>\n\n\n\n<p>Other revelations:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Agents can revisit cold leads at scale, finding revenue without burdening reps.&nbsp;<\/li>\n\n\n\n<li>Persistent but respectful outreach from agents increases the likelihood of scheduling a meeting.<\/li>\n\n\n\n<li>We moved beyond simple activity counts to measure real business outcomes, like pipeline generated, meetings booked and opportunities created.<\/li>\n\n\n\n<li>Emails from the agent have higher engagement levels than human-written ones.<\/li>\n\n\n\n<li>The best results come when agents focus on scaling the work and humans focus on more complex, relationship-driven deals.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-s-next\">What&#8217;s next? <\/h2>\n\n\n\n<p>Working with our first agent has taught us a lot. We\u2019ve seen how small things like better prompts can make a big difference and how important it is to keep communication open and clear. Having humans in the loop has proven essential, helping us to get real results without losing trust. But we\u2019re still early in the process. The real challenge now is to take what we\u2019ve learnt and push further to make the agent a sharper, more reliable and even stronger partner for our salespeople.<\/p>\n\n\n\n<p>The teams will continue to refine, test and tune the email prompts based on data, for better personalisation and accuracy.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Tabbert said the company is also creating a hybrid role where a human SDR is paired with an SDR agent. \u201cInstead of overseeing 500 leads a month, they\u2019ll oversee 15,000, because the agent will do most of the outreach,\u201d she said.&nbsp;<\/p>\n\n\n\n<p>Ultimately, all of this refinement, collaboration and automation is driven by a single, high-stakes business imperative: to operate with speed, scale and efficiency. Tabbert said it\u2019s crucial to contact a lead very quickly to stand a chance at converting them to a customer.&nbsp;<\/p>\n\n\n\n<p>\u201cWe know when people come to our website, they&#8217;re going to our competitors\u2019, as well. The majority of the time, the first person to connect with that prospect is the one who&#8217;s going to win that deal.\u201d&nbsp;<\/p>\n\n\n\n<p>With the agent, we\u2019re contacting prospects within just a few minutes.&nbsp;&nbsp;&nbsp;<\/p>\n\n\n\n<p>For years, we watched good opportunities slip away because our system couldn\u2019t keep up. What once sat inactive for months can now be turned into a real conversation before your coffee gets cold. Moving at that speed and scale is what transforms a bottleneck into a breakthrough.<\/p>\n\n\n\n<div class=\"wp-block-columns roundcorners has-background is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\" style=\"background:linear-gradient(135deg,rgb(237,248,255) 0%,rgb(255,255,255) 100%);box-shadow:var(--wp--preset--shadow--natural)\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\">\n<h2 class=\"wp-block-heading\" id=\"h-what-s-your-agentic-ai-strategy\"><strong>What&#8217;s your agentic AI strategy?<\/strong><\/h2>\n\n\n\n<p>Our playbook is your free guide to becoming an agentic enterprise. Learn about use cases, deployment, and AI skills, and download interactive worksheets for your team.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"\/au\/blog\/playbook\/agentic-ai\" target=\"_blank\" rel=\" noopener\">The future starts now<\/a><\/div>\n<\/div>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d68ebd62448&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69d68ebd62448\" class=\"wp-block-image size-large wp-lightbox-container\"><img decoding=\"async\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/blog\/wp-content\/uploads\/sites\/2\/2025\/07\/offer.png?w=458\" alt=\"\" class=\"wp-image-119811\"\/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n<\/div>\n<\/div>\n\n\n\n<p><br><\/p>\n","protected":false},"excerpt":{"rendered":"<p>There&#8217;s not enough manpower or hours in the day, to follow up on the thousands of sales prospects coming onto our radar every day. Agentforce changed the game. <\/p>\n","protected":false},"author":145,"featured_media":68143,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"68cb25d314edce5df287b000AU","post_meta_title":"","ai_synopsis":"","jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[2468,3059,2834,3285,3353,3354],"sf_content_type":[3154],"coauthors":[2771],"class_list":["post-68139","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-sales","sf_topic-ai","sf_topic-generative-ai","sf_topic-agentforce","sf_topic-agentic-ai","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>Agentic Sales: How Salesforce Found a Better Way To Sell<\/title>\n<meta name=\"description\" content=\"Agentic sales capabilities in Agentforce, supporting our sales reps, helped us to achieve zero leads left behind. 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