Agentforce helps Big Brothers Big Sisters of America change more lives.

Agentforce is projected to help matching specialists find the right Big for each Little in half the time.

BBBSA is creating a powerful tool that helps matching specialists find more compatible matches faster with Agentforce, the agentic layer of the Salesforce Platform.

“When I heard about Agentforce, I thought right away this could be a solution that goes through our Matchforce information for us, is trained on our decades of research on how to build the strongest matches, and then provides recommendations to matching specialists in a transparent way,” said Gibson.

Every potential match starts with thoughtful conversations, where matching specialists interview prospective Bigs to ensure they know what to expect and are truly committed to mentorship. They also take the time to understand each Little — their personality, interests, backgrounds, and family’s priorities — to make sure they’re matched with a Big who can make a lasting impact. 

For example, if a Little’s parent believes it’s important for their child to have a Big who shares their religion Agentforce allows the specialist to narrow the possibilities to only Bigs who align with the family’s values. Similarly, many Littles benefit from having a mentor who shares their gender or racial background. Having a positive role model who looks like them can be incredibly powerful, and Agentforce makes it easier for specialists to figure out which potential Bigs could be a strong match.

Agentforce reasons across BBBSA’s comprehensive data in Data Cloud, which unifies Matchforce data and decades’ worth of research and best practices into something Agentforce can use to assign compatibility scores for potential matches. These scores are based on factors like alignment on religion, racial background, or life experience and BBBSA’s research on how to build strong matches. Specialists can focus on the highest-scoring potential matches and further filter them down with additional factors like maximum driving distance away. This leaves matching specialists with a shortlist of potential Bigs who meet all of their requirements and are likely to be compatible with their Little. 

“I have this vision that Agentforce helps free up time for our matching specialists so they can spend more time interacting with the relationships that matter most to them,” said Gibson. “They can have a bigger impact if they spend more of their time with their matches, their parents, the Bigs, coaching them through what they're learning about the match as it's happening.”

Using predictive AI and the extensive, unified data set in Data Cloud showing what makes the longest-lasting matches Agentforce can even predict how long a match is likely to last. BBBSA wants every match to last at least 18 months, ideally even longer, because strong matches mean fewer rematches and more impactful mentorship. Avoiding rematches is crucial — not only because it’s discouraging for kids to try to connect with a mentor and have it not work out, but also because it doubles the workload for matching specialists. By creating stronger, more sustainable matches from the start, BBBSA gives their Bigs and Littles the best chance to form a deep connection that fosters growth, confidence, and long-term success. 

With Agentforce, BBBSA aims to cut the average time it takes to make a match in half, increase the longevity of matches beyond the current 2.5-year average, and reduce the need for rematches. They also expect this streamlined matching process to be less costly, which will help the nonprofit put donor dollars to even more efficient use and expand their impact to help more kids.

BBBSA makes it fast, last, and vast with Salesforce.

Since 2017, BBBSA has partnered with Salesforce to bring their digital transformation strategy to life, focusing on three key pillars: Make it fast, make it last, and make it vast.

In 2023, BBBSA advanced their “make it fast” pillar by rolling out Marketing Cloud and Experience Cloud to 160 agencies. Automating outreach tasks like scheduling interviews and processing applications cut volunteer onboarding time by 20% and helped get volunteer Bigs match-ready 21 days faster.

Now, Agentforce is helping them bring their next pillar — make it last — to life by empowering matching specialists to create stronger, longer-lasting matches, for more kids. And this is just the beginning.

BBBSA envisions building more autonomous agents with Agentforce to enhance post-match support. Right now, specialists manually track check-ins between Bigs, Littles, and families, which takes time away from making new matches. Agentforce will assist with scheduling, automate reminders, and seamlessly store call transcripts in Matchforce, ensuring consistent, meaningful follow-ups that strengthen relationships and extend mentorships.

For the “make it vast” pillar, BBBSA plans to have Agentforce scale fundraising efforts with automated, personalized donor outreach. This will help BBBSA build deeper connections with their supporters and expand their reach so they can change more lives nationwide.