Agentforce: Remaking Industries from Finance to Healthcare

Beyond simple automation lies the emerging field of agentic AI — systems designed to autonomously perform complex tasks with minimal human supervision. 

Agentforce, the agentic layer of the Salesforce Platform, represents a significant entry into this space, helping companies deploy AI agents that work alongside employees to manage customer interactions continuously.

Why it matters: Recent research found consumers are increasingly willing to bypass human interaction in favor of AI agents for purchases, with one-third preferring this method. This shift is driven by frustrations with lengthy wait times and a lack of personalized experiences.

Unlike conventional automation focused on efficiency, Agentforce’s autonomous, intelligent agents are reshaping business operations and customer service by handling complex workflows, data analysis, and sales follow-ups without constant human oversight. This holistic approach enables personalized, efficient, and scalable operations across industries like finance and healthcare. They:

• Use advanced natural language processing (NLP) and machine learning (ML) to understand and interpret conversational text, unlike chatbots that rely on rigid, declarative dialogs.
• When grounded in trusted business data and a company’s knowledge base, deliver relevant, context-aware, up-to-date information to meet specific business or customer service goals. 
• Take action autonomously, completing common service processes like modifying orders, scheduling appointments, processing returns or refunds, or updating account information without human intervention.

Driving the news: Salesforce customers across industries are unlocking new efficiencies and enhancing customer experiences, while also driving significant cost savings with Agentforce. 

• Financial Services: Agentforce autonomously resolved 70% of 1-800Accountant’s chat engagements during tax season without a need for an appointment, case, or call. With the straightforward questions out of the way, internal teams are freed up to focus on critical tasks and strategic initiatives that support 1-800Accountant’s business growth.
• Healthcare: With Agentforce, Adobe Population Health will be able to automate the patient data retrieval process and quickly provide nurses with a comprehensive, up-to-date patient summary. This streamlined process will save nurses’ time, allowing them to spend more time being present with patients and providing quality care with an emphasis on human connection.
• Outsourcing: The Adecco Group’s recruiters receive 300 million applications every year. By automating time-consuming tasks like screening resumes and scheduling interviews, Agentforce will help them engage with 100% of applicants so they can hire faster and focus on building relationships.
• Retail: Committed to high-touch luxury experiences, Saks has tapped Agentforce as a central component to delivering upon this vision. By managing routine inquiries such as order status and returns, Agentforce will allow customer service agents to focus on personalized service and strengthening customer relationships.

Agentforce will free up our people to work in a different way with our clients. It’s not going to replace, it’s going to augment.

Marc Metrick, CEO, Saks

What they’re saying:

• “Prompt Builder saved our clinicians 375 hours per week by automating the creation of member care summaries, drawing from member activity and medication history.” – Alex Waddell, Chief Information Officer, Adobe Population Health
• “At CaixaBank, we’ll use Agentforce to streamline internal operations and personalize banking for our customers. As the leading bank in Spain, CaixaBank serves 20.3 million customers and has the largest base of digital customers, nearly 12 million. Agentforce will enable us to provide faster and more accurate responses to customer inquiries. It will also help enhance the employee experience by providing personalised advice, among other functions.” – CaixaBank
• “Agentforce will free up our people to work in a different way with our clients. It’s not going to replace, it’s going to augment.” – Marc Metrick, CEO, Saks

What’s next: Salesforce is committed to expanding the capabilities of Agentforce, with ongoing development focused on enhancing its reasoning abilities, adding more management and governance tools, and broadening its applicability across industries. 

Go deeper:

• See how leading companies of all sizes and industries are transforming to become Agentforce companies
• Hear from Goodyear as they bet on Agentforce to reinvent tire sales and customer experiences 
• Learn how AI agents are providing a new competitive edge for SMBs
• Watch how Formstack is driving efficiency and case deflection with Agentforce