Agentforce improves the customer self-help experience.
To improve customer support efficiency further, Salesforce has now introduced Agentforce, the new agentic layer on the Salesforce platform. Designed as a 24/7 concierge, Agentforce provides customers with immediate, personalised service, eliminating wait times and ensuring quick, personalised responses. In just two months, Salesforce teams used Agentforce’s low-code AI tools to define key use cases, establish guardrails and thoroughly test the system, leading to the successful deployment of Agentforce for customer service.
Agentforce now handles everything from responding to routine enquiries and performing common tasks to opening service tickets that seamlessly escalate to human reps with the full case history and context. But what really sets it apart is that it is deeply integrated into the entire Salesforce CRM, which means Agentforce has trusted access to the right customer data it needs to respond immediately, securely and accurately to every customer request - and at a scale humans just can’t do.
Deeply integrated with Data Cloud, Agentforce taps into both structured and unstructured data across the platform - including case histories, Trailblazer IDs, product purchases, knowledge articles and product documentation. Using retrieval-augmented generation (RAG), Agentforce combines these datasets to create an AI prompt that includes the latest information in a context that’s highly relevant to the customer.
Using Data Cloud, Agentforce can sift through thousands of customer records, articles and documents in seconds, pulling together a customer’s full account history, product usage, service logs and more. This allows the system to answer enquiries with precision, understanding not only the question but the full context of the customer’s request. It delivers highly personalised answers based on past interactions, product usage and specific needs — providing a level of service that feels both efficient and thoughtful.
For example, a customer might ask Agentforce about their API limits — an account-specific question about the number of applications they’re entitled to connect. In the past, finding this information would have required sifting through more than 7,000 search results. Now, Agentforce instantly provides the precise answer because it knows every customer's entitlements. Similarly, tasks that once required customers to wait for support, like resetting passwords, are now handled by Agentforce. If a customer encounters trouble with the self-service password reset tool, Agentforce steps in to resolve the issue immediately, eliminating the need for a support ticket and reducing wait times.
If the situation requires more nuanced support, such as increasing an API limit, Agentforce connects the customer to a live rep within seconds, continuing the interaction in the same chat window. Behind the scenes, Agentforce summarises the issue for the representative, so the customer doesn’t have to explain what they’re looking for again.
The interaction feels seamless because it happens in natural language. The Einstein chatbot used to require customers to type in specific keywords. By contrast, with Agentforce, customers can now type in any question they want, using natural language, just like they would talk to a human.
Agentforce now resolves on average about 80% of customer queries without a human, ensuring fast and reliable answers instead of waiting days for a resolution. Within its first few weeks on the job, Agentforce significantly reduced the number of issues that require human intervention from 2% to 1% and nearly doubled the number of conversations it had, to more than 32,000. Salesforce tracks weekly performance metrics.
"Agentforce can, in seconds, handle product support questions, answer account queries and will soon be able to detect and pass leads to sales,” said Jim Roth, President of Salesforce Customer Success. “This is a new kind of journey for customers. We are defining how customers and AI agents can work together to find answers."
