{"id":13205,"date":"2026-02-26T06:00:00","date_gmt":"2026-02-26T14:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=13205"},"modified":"2026-02-27T13:03:04","modified_gmt":"2026-02-27T07:33:04","slug":"agentforce-for-communications-announcement","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/in\/news\/stories\/agentforce-for-communications-announcement\/","title":{"rendered":"Salesforce Launches Agentforce for Communications to Turn Every Customer Interaction into a Growth Opportunity for Telcos"},"content":{"rendered":"\n

Telco-specific AI agents, built on almost three decades of industry expertise, tackle complex sales motions and improve customer retention pain points <\/em><\/p>\n\n\n\n

Industry leaders like One NZ, Lumen, Personal (Telecom Argentina S.A.), and <\/em>Telepass <\/em>are using Agentforce to open new revenue streams and accelerate growth <\/em><\/p>\n\n\n\n

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The telecommunications industry is facing a revenue paradox. Telcos have spent years investing in massive 5G infrastructure and digital experience projects only to discover that they barely preserved the revenue they already had. Despite their best efforts, industry growth will have slowed to 2.9% by 2029<\/a>, with average revenue per user (ARPU) ticking down to just $6.20<\/a>. At the same time, customer-facing teams are stuck under more pressure than ever without the tools they need, leading to customer churn as high as 40%<\/a>. These pressures don’t just exhaust teams and frustrate customers; they create invisible friction that eats away at profits and stalls growth. <\/p>\n\n\n\n

That’s why Salesforce is launching Agentforce for Communications<\/a>, including five new prebuilt AI agents that help teams reclaim their time and capitalize on opportunities to create new revenue streams that didn’t exist before. Now every seller can reach higher deal velocity, every field technician can turn onsite visits into upsells, and every service representative is free to focus on high-value support that drives long-term loyalty, all with the help of AI agents<\/a>. The result is happy customers who stay for the long term and human teams who can do more satisfying work that drives productivity and revenue.<\/p>\n\n\n\n

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Our AI assistant uses real-time data to handle everything from balance inquiries to plan switches, resulting in a 4x increase in engagement over traditional digital and physical channels.<\/p>\nSummer Collins, Chief AI & Data Director, One NZ<\/cite><\/blockquote>\n\n\n\n

Organizations like One NZ and Lumen use Agentforce for Communications to unleash proactive experiences and revenue-generating innovation while saving hundreds of hours of manual labor.<\/p>\n\n\n\n

“Our AI assistant uses real-time data to handle everything from balance inquiries to plan switches, resulting in a 4x increase in engagement over traditional digital and physical channels.” \u2014 Summer Collins, Chief AI & Data Director, One NZ<\/p>\n\n\n\n

\u201cAgentforce is the engine reclaiming more than 300 hours of productivity for our teams every week, allowing us to pivot from managing manual complexity to focusing entirely on revenue-generating innovation.\u201d \u2014 Ryan Asdourian, EVP & Chief Marketing & Strategy Officer, Lumen Technologies<\/p>\n\n\n\n

The Solution: Ready-To-Go AI Agents Built for You <\/strong><\/h3>\n\n\n\n

Agentforce for Communications\u2019s industry-specific agents are customized specifically for the telecom industry, built on almost three decades of industry expertise. Agentforce is natively built on the trusted Agentforce 360 Platform<\/a> and can pull live data from CRM<\/a>, operations support systems (OSS), and business support systems (BSS) so agents can take trusted action instantly, respond in natural language, and leverage deep customer context to find immediate solutions and opportunities to drive growth.<\/p>\n\n\n\n

Because these agents have deep context into the customer, their service and billing history, and your company\u2019s offerings, they can turn every customer interaction into one that meets your business\u2019 sales or service goals while working seamlessly alongside human employees. Unlike generic AI<\/a>, these agents are built with domain-specific constraints and industry- and customer-specific knowledge, enabling you to adopt agentic AI<\/a> faster and more efficiently.<\/p>\n\n\n\n

Instead of navigating fragmented channels to fix billing errors, customers can now delight in a self-healing network where issues are resolved before they\u2019re even noticed, billing is transparent, service is efficient, and human representatives are free to go above and beyond to deliver world-class service. <\/p>\n\n\n\n

For employees, Agentforce<\/a> replaces the manual overhead of data retrieval with real-time, actionable intelligence, enabling them to focus on complex, empathetic problem-solving and win-win scenarios that drive revenue while building lasting brand loyalty. The new prebuilt agents include:\u00a0<\/p>\n\n\n\n