For decades, IT and HR teams have run on service management tools from the same handful of vendors. Recently, those vendors bolted AI onto their existing products. They called it innovation.
But has anything actually improved?
Your knowledge base used to be out of date. Now it hallucinates. You used to lack visibility into your IT ecosystem. Now it’s more complex, with new agents popping up overnight. Your workflows used to be reactive. Now they don’t live up to the proactive hype AI promised. Your team used to jump from application to application. Now they jump from application to copilot.
That’s not better. It’s just complex.
A year ago, we launched Agentforce IT Service and Agentforce HR Service with a powerful vision. Not more AI bolted onto broken systems. A complete reimagining of how service teams work and how employees get help.
Where others gave you knowledge that hallucinates, our agents pull context from across your business so teams solve problems faster. Where others left you with blind spots, dynamic discovery maps your entire IT infrastructure in real time. Where others promised proactive workflows and delivered reactive ones, our agentic capabilities actually help teams reason through complex problems as they happen.
For employees, it just works. Reset a password. Answer an HR policy question. Close a ticket. Conversationally, right in the flow of work in Slack and Teams.
This was our bet: the future of service isn’t incremental. It’s a reimagining.
The future of IT service is agentic
Learn how AI agents deliver frictionless IT service with automation, intelligence, and security.
The organizations who followed our vision
Disruption to the status quo isn’t easy. But over the past twelve months, we found partners who were hungry for something new.
Some started small. A talent management and HR software company tested the waters. They liked what they saw, so they expanded significantly. That kind of vote of confidence only happens when the first deployment actually delivers.
Some went all in. A 74,000-employee academic health system decided they were ready for agentic ticket routing. A global cybersecurity company brought in both Agentforce for IT and HR Service. They chose agentic resolutions for their employees and never looked back.
Different industries. Different scales. Same realization: agentic AI for IT and HR isn’t a future-state fantasy anymore. It’s something you can build now, for your own people, and see it work immediately.
Top analysts recognized us as leaders
Within nine months of launch, three major analyst firms named us as a leader in key aspects: AI applications in ITSM, conversational AI platforms for employees, and as a top-choice for ITSM buyers. All within nine months of launch.
Their conclusion: the old way is done. Bolting AI onto legacy systems doesn’t work. Agentic resolution, built into the platform from the start, is how forward-thinking organizations serve their people now.
We’re not following a shift. We’re defining it. Agentforce IT & HR Service simply delivers. No tickets. No waiting. Teams get proactive assistance that resolves issues before they escalate. IT leaders deliver service from the strategic Salesforce platform they already run on. Admins configure quickly and slash operating costs.
See Agentforce HR Service in action
Deliver HR answers quickly and accurately with Agentforce HR Service.
Our vision for year two
Year one showed what was possible. Year two proves what many thought couldn’t be done.
Employees will self-serve, and will be supported by agents that keep getting smarter, safer, and more capable. The tickets will disappear, with fully autonomous service management that detects, analyzes, and resolves issues on its own. Visibility into your entire infrastructure will be dynamic, always current, always complete.
This is next-generation employee service. We’re not bolting AI onto outdated systems. We’re not shipping incremental updates. We’re reimagining how you support your people, completely.
And we’re doing it in the open. Relentless innovation. Headless operations, so you can work with your Salesforce inference directly from tools like Claude. Because the future of service is an open platform that gets more powerful every day.
Want to see where this is headed? Join us at Dreamforce for the IT & HR Service Keynote: Agentic AI Powers Employee Success. Tuesday. Moscone West.
Stop chasing IT tickets
Your IT team was hired to innovate, solve problems, and move your business forward. Agentforce IT Service gets them back on track.
