{"id":87502,"date":"2025-05-22T09:00:00","date_gmt":"2025-05-22T16:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=87502"},"modified":"2025-08-18T12:46:34","modified_gmt":"2025-08-18T19:46:34","slug":"agentforce-transforming-industries-customers","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/agentforce-transforming-industries-customers\/","title":{"rendered":"Agentforce: Remaking Industries from Finance to Healthcare"},"content":{"rendered":"\n<p>Beyond simple automation lies the emerging field of <a href=\"https:\/\/www.salesforce.com\/agentforce\/what-is-agentic-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">agentic AI<\/a> \u2014 systems designed to autonomously perform complex tasks with minimal human supervision.&nbsp;<\/p>\n\n\n\n<p><a href=\"https:\/\/www.salesforce.com\/agentforce\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce<\/a>, the agentic layer of the Salesforce Platform, represents a significant entry into this space, helping companies deploy <a href=\"https:\/\/www.salesforce.com\/agentforce\/ai-agents\/\" target=\"_blank\" rel=\"noreferrer noopener\">AI agents<\/a> that work alongside employees to manage customer interactions continuously.<\/p>\n\n\n\n<p><strong>Why it matters: <\/strong><a href=\"https:\/\/www.salesforce.com\/news\/stories\/ai-agents-statistics\/\" target=\"_blank\" rel=\"noreferrer noopener\">Recent research<\/a> 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.<\/p>\n\n\n\n<p>Unlike conventional automation focused on efficiency, Agentforce&#8217;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:<\/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\tSalesforce Introduces Agentforce for Financial Services to Address Shrinking Workforces and Rising Client Expectations.\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\/agentforce-for-financial-services-announcement\/\" target=\"_blank\">\n\t\t\t\t<span>LEARN MORE<\/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>Driving the news: <\/strong>Salesforce customers across industries are unlocking new efficiencies and enhancing customer experiences, while also driving significant cost savings with Agentforce.&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Financial Services:<\/strong> Agentforce autonomously resolved 70% of <a href=\"https:\/\/www.salesforce.com\/news\/press-releases\/2025\/03\/04\/1800accountant-agentforce-customer-support\/\" target=\"_blank\" rel=\"noreferrer noopener\">1-800Accountant<\/a>\u2019s 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\u2019s business growth.<\/li>\n\n\n\n<li><strong>Healthcare:<\/strong> With Agentforce, <a href=\"https:\/\/www.salesforce.com\/news\/stories\/video\/adobe-population-health-real-time-updates-agentforce\/\" target=\"_blank\" rel=\"noreferrer noopener\">Adobe Population Health<\/a> 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\u2019 time, allowing them to spend more time being present with patients and providing quality care with an emphasis on human connection.<\/li>\n\n\n\n<li><strong>Outsourcing: <\/strong><a href=\"https:\/\/www.salesforce.com\/news\/press-releases\/2024\/12\/17\/adecco-group-agentforce-data-cloud-recruitment\/\" target=\"_blank\" rel=\"noreferrer noopener\">The Adecco Group<\/a>\u2019s 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.<\/li>\n\n\n\n<li><strong>Retail:<\/strong> Committed to high-touch luxury experiences, <a href=\"https:\/\/www.salesforce.com\/customer-stories\/saks\/\" target=\"_blank\" rel=\"noreferrer noopener\">Saks<\/a> 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.<\/li>\n<\/ul>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Agentforce will free up our people to work in a different way with our clients. It&#8217;s not going to replace, it&#8217;s going to augment.<\/p>\n<cite>Marc Metrick, CEO, Saks<\/cite><\/blockquote>\n\n\n\n<p><strong>What they\u2019re saying:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u201cPrompt Builder saved our clinicians 375 hours per week by automating the creation of member care summaries, drawing from member activity and medication history.\u201d \u2013 Alex Waddell, Chief Information Officer, Adobe Population Health<\/li>\n\n\n\n<li>\u201cAt CaixaBank, we\u2019ll 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.\u201d \u2013 CaixaBank<\/li>\n\n\n\n<li>\u201cAgentforce will free up our people to work in a different way with our clients. It&#8217;s not going to replace, it&#8217;s going to augment.\u201d \u2013 Marc Metrick, CEO, Saks<\/li>\n<\/ul>\n\n\n\n<p><strong>What\u2019s next: <\/strong>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.&nbsp;<\/p>\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=\"93261\"\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\/04\/20\/chiesi-group-agentforce-life-sciences-transforms-customer-engagement\/\"\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\/04\/Chiesi-Tile.png?w=1024\" class=\"content-card__image\" alt=\"Chiesi Group selects Salesforce Agentforce Life Sciences.\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Chiesi-Tile.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Chiesi-Tile.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Chiesi-Tile.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Chiesi-Tile.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Chiesi-Tile.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Chiesi-Tile.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Chiesi-Tile.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Chiesi-Tile.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Chiesi-Tile.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Chiesi-Tile.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\/04\/20\/chiesi-group-agentforce-life-sciences-transforms-customer-engagement\/\"\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\tChiesi Group Selects Salesforce Agentforce Life Sciences to Transform Customer Engagement\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=\"93070\"\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\/orchestration-next-frontier-for-agents\/\"\n\t>\n\t\t\t<div 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https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/From-AI-Cacophony-to-Agent-Euphony_-Why-Orchestration-Is-Key-to-the-Agentic-Enterprise.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/From-AI-Cacophony-to-Agent-Euphony_-Why-Orchestration-Is-Key-to-the-Agentic-Enterprise.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/From-AI-Cacophony-to-Agent-Euphony_-Why-Orchestration-Is-Key-to-the-Agentic-Enterprise.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/From-AI-Cacophony-to-Agent-Euphony_-Why-Orchestration-Is-Key-to-the-Agentic-Enterprise.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/From-AI-Cacophony-to-Agent-Euphony_-Why-Orchestration-Is-Key-to-the-Agentic-Enterprise.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/From-AI-Cacophony-to-Agent-Euphony_-Why-Orchestration-Is-Key-to-the-Agentic-Enterprise.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/From-AI-Cacophony-to-Agent-Euphony_-Why-Orchestration-Is-Key-to-the-Agentic-Enterprise.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/From-AI-Cacophony-to-Agent-Euphony_-Why-Orchestration-Is-Key-to-the-Agentic-Enterprise.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\/stories\/orchestration-next-frontier-for-agents\/\"\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\tWhy Orchestration Is the Next (Wildly Necessary) Frontier for Agents\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\t6 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\/87502\/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\"><strong>Go deeper:<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>See how leading companies of all sizes and industries are <a href=\"https:\/\/www.salesforce.com\/news\/stories\/agentforce-data-cloud-platform-customer-success\/\" target=\"_blank\" rel=\"noreferrer noopener\">transforming to become Agentforce companies<\/a><\/li>\n\n\n\n<li>Hear from <a href=\"https:\/\/www.salesforce.com\/news\/stories\/goodyear-agentforce-sales-customer-experience\/\" target=\"_blank\" rel=\"noreferrer noopener\">Goodyear as they bet on Agentforce to reinvent tire sales and customer experiences<\/a>&nbsp;<\/li>\n\n\n\n<li>Learn how <a href=\"https:\/\/www.salesforce.com\/news\/stories\/smbs-agentic-ai-results\/\" target=\"_blank\" rel=\"noreferrer noopener\">AI agents are providing a new competitive edge for SMBs<\/a><\/li>\n\n\n\n<li>Watch how <a href=\"https:\/\/www.salesforce.com\/news\/stories\/video\/formstack-data-collection-automation\/\" target=\"_blank\" rel=\"noreferrer noopener\">Formstack is driving efficiency and case deflection with Agentforce<\/a>&nbsp;<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Beyond simple automation lies the emerging field of agentic AI \u2014 systems designed to autonomously perform complex tasks with minimal human supervision.&nbsp; 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 [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":87506,"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":[1728],"sf_theme":[1912],"sf_topic":[20528,1737,1726],"sf_product":[19930,1783],"sf_industry":[1780,1743,1762],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1798],"sf_collection":[21199],"sf_visibility":[],"coauthors":[],"class_list":["post-87502","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","sf_content_type-snapshots","sf_theme-digital-transformation","sf_topic-agents","sf_topic-artificial-intelligence","sf_topic-digital-transformation","sf_product-agentforce","sf_product-industry-solutions","sf_industry-financial-services","sf_industry-healthcare-and-life-sciences","sf_industry-retail","sf_location-global","sf_collection-fy26-q2"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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