Agentforce Service Harnesses AI to Slash Support Costs and Deepen Customer Loyalty

The era of reactive customer support is over. Customers demand faster and more personalized service in the snap of a finger, adding more to service representatives’ plates and leading to burnout. And with 65% of service leaders anticipating an increase in case volume over the next year, while only 58% expecting to have a headcount increase, it’s clear traditional service models aren’t going to cut it. 

Salesforce is directly addressing the surge in customer support demand by putting AI in the hands of service reps, leaders, and customers. Introducing Agentforce Service: a completely AI-powered platform for every type of service, from contact center to the field.

Formerly known as Service Cloud but reimagined with all-new agentic capabilities, Agentforce Service offloads up to 72% of routine inquiries to AI agents, enabling service reps to dedicate their expertise to more complex, high value cases. This drives 32% faster resolution times and boosts customer satisfaction scores by an estimated 33%*. It’s not just an upgrade; it’s a reboot of customer service itself, turning every support interaction from a reactive and costly one into a strategic engine for driving customer loyalty and business growth.

“We can already see how Agentforce Service has the potential to change how our service reps work alongside AI agents. We see this as key to cutting onboarding time while giving our reps the confidence to work complex cases faster…This is a powerful tool enabling us to scale service without sacrificing quality.”

– Adam Hooper, Head of Central Platforms, dpd

What is Agentforce Service?

The new Agentforce Service comes packed with AI-powered capabilities that empower every role across the service experience, from your customers to service reps to service leaders. With it, AI agents and human service reps are brought together to seamlessly collaborate and proactively resolve customer needs.

Built right into the Salesforce Platform and powered by Agentforce and Data Cloud, Agentforce Service uses a combined approach to power your Agentic Enterprise. It taps into up-to-date customer information and automated actions to deliver smarter, faster, and more personal experiences at every stage of the customer journey. This ensures companies can meet today’s escalating demands for rapid, empathetic, and tailored support – on any channel – by streamlining tasks, accelerating decision-making, and significantly enhancing customer self-service capabilities.

How Agentforce Service redefines support

Here’s how Agentforce Service transforms enterprises:

For supervisors: Real-time command center for service

Supervisors have a lot to juggle. A new, unified command center gives them real-time oversight of their entire customer experience operation, from service to sales to marketing. This includes the ability to monitor key performance measures and customer feedback across all channels, from both human and AI agents. 

With direct visibility into active conversations across all channels — from voice to digital to email — supervisors can pinpoint the moment human help is needed and smoothly hand over issues to service reps – or take over the conversation themselves. This proactive approach helps them optimize service operations and quickly address emerging issues before they escalate. 

With the command center transforming data into actionable insights, supervisors no longer have to guess – they have what they need to lead.

Example: A supervisor instantly sees flagging customer satisfaction, hones in on an AI agent using an outdated process, and updates that agent’s guidance via Slack in seconds, averting a wave of frustrated calls and saving 26% in support costs*.

“Service leaders are being asked to do more with less—while customer expectations keep rising. With Agentforce Service, we’re putting AI, real-time data, and fast deployment in every service team’s hands. This is what the future of customer service looks like—personal, predictive, and scalable, enabling companies to achieve 72% greater operational efficiency*.”

– Kishan Chetan, EVP & GM, Agentforce Service

For service reps: Unified context and smart guidance

Cases are more complex than ever and tickets are piling up – service reps need simplicity and the right tools to get the right answers, fast.

With a brand-new workspace, service reps get a clear, customizable view of all essential customer information — like their engagement and purchase history, past support issues, and product use — in one intuitive place. This eliminates tedious searching and speeds up problem-solving. 

Service reps also get instant, smart advice that adapts as conversations progress. Whether it’s a reminder about best practices or a suggested next step, this inline guidance builds confidence on the service rep’s end without interrupting the customer. Subtle visual cues within the service rep workspace show shifts in a customer’s mood based on their language and behavior. This helps service reps quickly understand when more empathy or urgency is needed, especially during busy or stressful interactions, so they can focus on solving complex problems with all the right context at their fingertips.

Example: A service rep instantly accesses a customer’s usage trends, open issues, and contract details upon opening a renewal case, enabling them to proactively identify risks or upsell opportunities without navigating disparate systems and ultimately decreasing case resolution time by 32%*.

For customers: Personalized self-service and proactive support

Meet your customers where they are. A fresh self-service experience – which includes an AI-powered portal – provides personalized guidance based on each customer’s unique information and behavior. This means instant answers to natural-language questions and contextual guidance that appears to walk users through complex tasks in real time. This significantly improves customer self resolution rates and CSAT as it helps customers get things done on their own. 

Beyond that, the platform automatically detects potential issues or opportunities — like low product usage or upcoming renewals — and reaches out with timely, relevant support before customers even need to ask. Customers get faster, more relevant help with less effort, building satisfaction and loyalty.

Example: A customer with low product usage automatically receives a prompt with tailored tips and an offer to build a service plan, increasing the value they get and improving CSAT by 33%*.

“The Salesforce Service Portal, Agentforce, and Data Cloud enable personalized candidate experiences that allow us to engage faster, future-proof our talent operations, and scale exceptional customer experiences. We’re not just implementing software; we’re redefining the way we work.”

– Dena Campbell, Chief Information Officer, Highspring

Ready your Agentic Enterprise for the future with Agentforce Service

Salesforce’s Agentforce Service represents a seismic shift in customer support. With its unified workspaces, real-time guidance, and enhanced self-service capabilities, Agentforce Service is ushering in next-gen, AI-powered customer service operations, making them more efficient, empathetic, and tailored to individual needs so you can rise to meet today’s – and tomorrow’s – customer demands. The next era of service is here – you need the platform that’s built for it.

* Salesforce FY26 Customer Success Metrics