{"id":85381,"date":"2025-03-14T08:00:00","date_gmt":"2025-03-14T15:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=85381"},"modified":"2025-03-14T08:16:18","modified_gmt":"2025-03-14T15:16:18","slug":"ai-agents-transform-customer-experience","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/ai-agents-transform-customer-experience\/","title":{"rendered":"Beyond the Chatbot: How AI Agents Are Transforming Customer Service"},"content":{"rendered":"\n<p>Customer retention\u200c \u2014 \u200ca critical driver of long-term revenue \u2014 is directly influenced by service quality. In a recent survey, <a href=\"https:\/\/www.salesforce.com\/news\/stories\/ai-customer-research\/\" target=\"_blank\" rel=\"noreferrer noopener\">nearly half of consumers<\/a> indicated they would abandon a brand after a poor experience.<\/p>\n\n\n\n<p><strong>Why it matters:<\/strong> Many companies use chatbots, software designed to simulate human interaction, to handle common service issues with lower overhead. However, the current generation of chatbots isn\u2019t meeting customer expectations. In fact, <a href=\"https:\/\/www.fastcompany.com\/91115626\/ai-chatbots-vs-humans-customer-service-tasks-survey-ratings\" target=\"_blank\" rel=\"noreferrer noopener\">81% of customers<\/a> say they would rather wait to speak to a live agent \u2014&nbsp;a sign that chatbots are causing frustration for the customers they are intended to assist.&nbsp;<\/p>\n\n\n\n<p><strong>Driving the news: <\/strong>Companies like <a href=\"https:\/\/www.salesforce.com\/news\/press-releases\/2025\/03\/04\/1800accountant-agentforce-customer-support\/\" target=\"_blank\" rel=\"noreferrer noopener\">1-800Accountant<\/a>, <a href=\"https:\/\/www.salesforce.com\/news\/stories\/video\/ezcater-cio-ai-agent-use-cases\/\" target=\"_blank\" rel=\"noreferrer noopener\">ezCater<\/a>, and <a href=\"https:\/\/www.salesforce.com\/customer-stories\/opentable\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">OpenTable<\/a> are prioritizing agentic AI technology over chatbots.<strong> <\/strong>Compared to basic chatbots,<strong> <\/strong>AI agents offer more advanced features. They:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Use advanced <a href=\"https:\/\/www.salesforce.com\/artificial-intelligence\/nlp\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">natural language processing (NLP)<\/a> and <a href=\"https:\/\/www.salesforce.com\/artificial-intelligence\/what-is-machine-learning\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">machine learning (ML)<\/a> to understand and interpret conversational text, unlike chatbots that rely on rigid, declarative dialogs.<\/li>\n\n\n\n<li>When grounded in trusted business data and a company\u2019s knowledge base, deliver relevant, context-aware, up-to-date information to meet specific business or customer service goals.&nbsp;<\/li>\n\n\n\n<li>Take action autonomously, completing common service processes like modifying orders, scheduling appointments, processing returns or refunds, or updating account information without human intervention.<\/li>\n<\/ul>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--einstein\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tLearn Why Agents Will Become the New UI, with Apps Taking a Back Seat. \t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p><\/p>\t<\/div>\n\t\t\t<p class=\"tidbit-link label\">\n\t\t\t<a class=\"label has-right-arrow has-right-arrow--small\" href=\"https:\/\/www.salesforce.com\/news\/stories\/ai-agents-user-interface\/\" target=\"_blank\">\n\t\t\t\t<span>READ THE BYLINE<\/span>\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 14 10\">\n\t<path d=\"M13.92 5.38a1 1 0 000-.76.9.9 0 00-.17-.26.25.25 0 000-.07l-4-4a1 1 0 00-1.46 1.42L10.59 4H1.07a1 1 0 000 2h9.52l-2.3 2.29a1 1 0 000 1.42 1 1 0 001.42 0l4-4a.25.25 0 000-.07.9.9 0 00.21-.26z\" \/>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/p>\n\t\t\t\t<img class=\"tidbit img-einstein\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png\"\n\t\talt=\"Illustration of einstein\"\n\t\tsizes=\"(min-width:1024px) 175px, 130px\"\n\t>\n\t<\/aside>\n\n\n\n\n<p><strong>What they\u2019re saying: <\/strong>In recent interviews, Salesforce customers shared how they are using AI agents in customer service settings.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u201cWith Agentforce, we can securely address responses to questions like tax return status, freeing our team to focus on more complex tasks while ensuring fast, secure, personalized support. [In fact, Agentforce is] now helping to resolve up to 50% of incoming requests,\u201d said Ryan Teeples, Chief Technology Officer, 1-800Accountant.<\/li>\n\n\n\n<li>\u201cWhat AI is really great at is understanding the human context of language. As customers use this unstructured set of prompts, agents can narrow down what caterer is best suited for that particular order,\u201d said Erin DeCesare, CTO, ezCater.<\/li>\n\n\n\n<li>\u201cOur goal with AI agents was to find out if we [can] effectively handle multiple chats simultaneously without compromising on customer satisfaction scores. That means resolving customer cases faster while improving their experience, while also increasing employee satisfaction and lowering their stress levels,\u201d said Prakash Kota, SVP &amp; CIO, Autodesk.&nbsp;&nbsp;&nbsp;&nbsp;<\/li>\n<\/ul>\n\n\n\n<p><strong>Innovation in action:<\/strong> <a href=\"https:\/\/www.salesforce.com\/agentforce\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce<\/a> is the agentic layer of the <a href=\"https:\/\/www.salesforce.com\/platform\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce Platform<\/a> for deploying <a href=\"https:\/\/www.salesforce.com\/agentforce\/autonomous-agents\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">autonomous AI agents<\/a> across any business function. Agentforce includes a set of tools to create and customize agents, as well as a library of ready-to-use skills for any use case, including service, to help customers get started right away.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u201cWith Agentforce automating a significant share of standard inquiries, our team can focus on more complex issues, ensuring faster and more accurate support. This allows us to provide a seamless experience for both customers and customer service personnel,\u201d said Tiina Vesterinen, Vice President, Commerce &amp; CX Solutions, Finnair, in a <a href=\"https:\/\/www.salesforce.com\/news\/press-releases\/2024\/12\/17\/agentforce-2-0-announcement\/\" target=\"_blank\" rel=\"noreferrer noopener\">recent announcement<\/a>.&nbsp;<\/li>\n<\/ul>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>With Agentforce automating a significant share of standard inquiries, our team can focus on more complex issues, ensuring faster and more accurate support.<\/p>\n<cite>Tiina Vesterinen, Vice President, Commerce &amp; CX Solutions, Finnair<\/cite><\/blockquote>\n\n\n\n<p><strong>What\u2019s next: <\/strong>As agentic AI evolves, customers can expect increasingly more sophisticated AI agents.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>&#8220;Imagine customer service that understands you through voice, shows you solutions via video, and interacts seamlessly with the applications you&#8217;re using. That&#8217;s the multimodal future of agentic AI, and it will create an even more intuitive and human-centric experience,\u201d said Adam Evans, EVP &amp; GM, Salesforce AI Platform.<\/li>\n<\/ul>\n\n\n\n<aside class=\"more-from-block more-from-block--2 alignfull wp-block-newsroom-moreontopic\">\n\t<div class=\"more-from-block__content\">\n\t\t\t\t\t<h4 class=\"more-from-block__title\">Related<\/h4>\n\t\t\n\t\t<div class=\"more-from-block__cards more-from-block__cards--2\"\n\t\t\t\t>\n\t\t\t\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"92815\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/news\/press-releases\/2026\/03\/26\/us-dept-labor-agentforce-enhance-citizen-support\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png?w=1024\" class=\"content-card__image\" alt=\"Contact center worker in a headset providing personalized support with the help of Agentforce.\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png?w=768&amp;h=432 768w, 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https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/news\/press-releases\/2026\/03\/26\/us-dept-labor-agentforce-enhance-citizen-support\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tU.S. Department of Labor Taps Agentforce to Enhance Citizen Support\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t5 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"92799\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/news\/stories\/agentforce-gdpr-compliance-certification\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png?w=1024\" class=\"content-card__image\" alt=\"Agentforce Gets Second-Level Compliance with EU Cloud Code of Conduct\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png?w=264&amp;h=149 264w, 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class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/news\/stories\/agentforce-gdpr-compliance-certification\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tAgentforce Obtains Second-Level Compliance with the EU Cloud Code of Conduct\u00a0\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t1 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\t\t<\/div>\n\t\t<noscript>\n<div class=\"pagination-fallback\">\n\n\t\t<a href=\"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/posts\/85381\/page\/2\/?bc=OTH#section-title\">\n\t\t\tOlder Posts\t\t<\/a>\n\t\t<\/div>\n<\/noscript>\n\t<\/div>\n<\/aside>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-go-deeper-nbsp\"><strong>Go deeper:&nbsp;<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Learn <a href=\"https:\/\/www.salesforce.com\/news\/stories\/ai-agents-user-interface\/\" target=\"_blank\" rel=\"noreferrer noopener\">why AI agents will become the new UI<\/a><\/li>\n\n\n\n<li>Read how <a href=\"https:\/\/www.salesforce.com\/news\/press-releases\/2025\/03\/04\/1800accountant-agentforce-customer-support\/\" target=\"_blank\" rel=\"noreferrer noopener\">1-800Accountant taps Agentforce for customer support<\/a>\u00a0<\/li>\n\n\n\n<li>Understand the <a href=\"https:\/\/www.salesforce.com\/news\/stories\/scaling-metadata-agentic-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">technology underpinning Agentforce<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Customer retention\u200c \u2014 \u200ca critical driver of long-term revenue \u2014 is directly influenced by service quality. In a recent survey, nearly half of consumers indicated they would abandon a brand after a poor experience. Why it matters: Many companies use chatbots, software designed to simulate human interaction, to handle common service issues with lower overhead. [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":85385,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[1],"tags":[],"sf_content_type":[1730],"sf_theme":[1916],"sf_topic":[20528,1737,1757,1726],"sf_product":[19930],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1798],"sf_collection":[],"sf_visibility":[],"coauthors":[],"class_list":["post-85381","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","sf_content_type-feature-stories","sf_theme-artificial-intelligence","sf_topic-agents","sf_topic-artificial-intelligence","sf_topic-customer-service-and-support","sf_topic-digital-transformation","sf_product-agentforce","sf_location-global"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How AI Agents Transform the Customer Experience - Salesforce<\/title>\n<meta name=\"description\" content=\"Customer retention\u200c \u2014 \u200ca critical driver of long-term revenue \u2014 is directly influenced by service quality. 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