Rethinking the Customer Experience with Infinite Capacity
From managing constraints to designing what’s possible for customers
Anyone who has ever led a service organization knows what it means to work within limits. There’s never enough time, budget, or people. So we prioritize and make trade-offs. We decide which customers we help first. That’s how most of us have always run our businesses.
On a rare occasion, something comes along that doesn’t just help you manage the constraints. It makes you question them. For us, that was Agentforce.
We launched Agentforce on Help 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. 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.
Along the way, the question changed from “Which customer has priority?” to “How can we do more for customers?”
That shift is bigger than service. Agentforce is changing how businesses operate. Looking back on the past year, three things stand out.
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1. Learning and iteration drive results
We started our Agentforce journey small: test, learn, iterate. Almost immediately, we saw that AI agents could enhance experiences in ways we hadn’t expected.
Language support 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.
The industry is taking notice too. Futurum Research recently named Agentforce on Help the #1 agentic help solution* in the market.
But it’s our customers who are proving what really matters. When you keep learning and improving, you don’t just keep up. You pull ahead.
*Agentic Support Services: Benchmarking Enterprise Software Customer Help, a commissioned study by Futurum on behalf of Salesforce, August 2025
2. AI agents are changing what’s possible in service and beyond
At Dreamforce, we shared the story of Engine, a travel management company supporting nearly a million travelers worldwide. That’s 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.
“We’re building for scale, not just speed,” 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’s what happens when capacity is no longer the limit.
We’re seeing it in hiring too. Asymbl, a workforce orchestration company, faced a similar challenge. During hypergrowth, they needed to quadruple their workforce but didn’t have enough recruiters to make it happen.
Using their Recruiter Suite, Agentforce Recruiting Agent, and Slack, 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.
“Agentforce, Slack, and the Asymbl Recruiter Suite helped us hire 100 people in 100 days without overwhelming the team or sacrificing quality,” says Brandon Metcalf, CEO and Founder of Asymbl.
These stories aren’t just about technology. They’re about giving people back time to do what matters: solving problems, creating experiences, building relationships. And it’s not just service, it’s redefining how entire organizations work.
3. When capacity is limitless, service becomes proactive
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.
We all know what that feels like: the ‘no-reply’ email, the hold music, the late-night case that waits until business hours. It wasn’t a failure of effort. It was a limit of the model. Agentforce hasn’t erased that overnight. But it has given us something we’ve never had before: room to rethink it.
Because when capacity is infinite, the model doesn’t have to stay the same. AI agents don’t 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’t discovered yet? What if we shifted from reacting to anticipating?
That’s the opportunity in front of us. Not just better service, a different kind of customer experience.
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What comes next
This first year has been about learning how we build, how we support, and how we work together with Agentforce to elevate human expertise.
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.
The constraints that shaped customer experience for decades are beginning to fall away. And when they do, possibility takes their place. We’re still early. And I’m grateful to be building what’s next with all of you.
