Uber lifts their lead conversion rate by 60% with agentic outreach

Small team, massive lead volume

Uber for Business (U4B) is a global platform used by more than 300,000 organizations to manage employee rides, meals, and deliveries. While signing up is designed to be self-serve, some companies found the process confusing or needed more support along the way.

As a result, tens of thousands of leads didn’t finish signing up each month, contributing to a very high onboarding dropout rate.

U4B’s team of just 30 human onboarding specialists didn’t have the capacity to follow up with every lead, leaving many prospects without guidance. And when reps did engage, limited visibility into customer responses made follow-up less efficient.

U4B needed a more scalable way to engage leads, reduce friction, and help customers complete the signup process.

Autonomous onboarding support

To remove friction from the signup process, U4B built an agentic onboarding assistant within Agentforce Sales that acts like a personal guide for every lead. Powered by Agentforce, the onboarding agent autonomously engages nearly every inbound lead with a personalized email, turning what was once a passive signup into an active, guided experience.

Agentforce detects where a prospect stalled in the signup flow — like payment setup or program activation — and sends a personalized outreach email offering support to complete the onboarding. It answers common questions, offers to schedule meetings, and if there’s no response, follows up within 24 hours. All communications happen through email using Salesforce Inbox and Salesforce Activity Capture, creating a seamless, ongoing conversation.

Behind the scenes, Agentforce uses AI-driven scoring and behavioral signals to prioritize high-potential accounts and tailor emails to each buyer’s stage, industry, and needs. It can also respond in multiple languages, including Spanish, French, German, Portuguese, and Japanese, helping U4B scale globally without expanding their sales team.

When a question requires human support — like complex pricing or custom programs — Agentforce hands the conversation off to a sales rep with full context. With a summary of the conversation, engagement signals, and recommended next steps, reps have everything they need to step in quickly and move the deal forward.

Smart outreach with real-time data

Agentforce can deliver this level of personalized, always-on outreach because it’s embedded in Agentforce Sales, U4B’s CRM where every lead, interaction, and status update lives.

MuleSoft extends that foundation by connecting Uber’s third-party systems — like their Oracle database, Hive data lake, and external market data from SerpAPI — directly into Agentforce Sales, giving the AI agent a complete, real-time view of each prospect.

To ensure accurate responses, Agentforce is grounded in U4B’s knowledge base of roughly 300 sources, including PDFs, web pages, and sales materials. Using retrieval-augmented generation, Agentforce combines this trusted business knowledge with live CRM and connected data to understand each prospect’s context, monitor engagement, identify where leads stall, and trigger tailored outreach.

Every interaction is captured in Agentforce Sales, giving teams full visibility into engagement and outcomes while enabling them to refine their sales motions over time.

Strict guardrails ensure control and trust. Agentforce only generates messages based on U4B’s knowledge base, ignores fields the lead left blank or incomplete, and follows clear rules, like never exposing its sources or sending unverified links. If a lead opts out, outreach stops immediately and their preferences are updated automatically.

From baseline to 60% higher conversion

Built and launched in just six weeks, Uber’s onboarding agent ensures that effectively all companies who begin the sign-up process receive personalized support and follow-up. Within just two weeks of launch, Agentforce’s emails achieved a conversion rate roughly 60% higher than the organic baseline.

This shift is reshaping how the sales team works. With Agentforce autonomously handling inbound outreach, reps are elevated to focus 100% on strategy, trust, and the high-value conversations that close deals. Together, humans and agents are turning more signups into active customers — and setting U4B up to unlock a low seven-figure incremental revenue impact.

Deeply unified platform

“Salesforce allows us to add users and expand across multiple lines of business, unlocking significant cross-sell and upsell opportunities,” said Caroline Saca Langon, Senior Manager and Global Head of Revenue Technology. “We’ve been able to build out lead-to-cash processes, incentive flows, and approval workflows, all within Salesforce’s flexible platform.”

Speed to market

“The Agentforce onboarding agent met our requirements out of the box,” said Saurabh Sharma, Technical Lead Manager. “If we had chosen another vendor, we would have had to build custom integrations ourselves. With Agentforce, we didn’t have to stitch systems together or pull in activities separately, which was a huge advantage.”

From concept to launch in six weeks

Uber worked closely with Accenture and Salesforce Professional Services to implement Agentforce, combining technical expertise with deep knowledge of U4B’s workflows. This three-way partnership helped U4B go from concept to a fully functioning solution embedded in their existing systems in just six weeks.