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AI for Customer Service & Support
Transform every service interaction with AI
Resolve customer enagements autonomously, assists service reps in real time, and scale service without scaling headcount. With Agentforce for Service, you can improve your service team's productivity and customer's experience with AI across every channel. Deliver immediate answers and seamless interactions 24/7, grounded in trusted data.
Agentforce resolves 85% of Salesforce's customer service requests.
Learn how Agentforce makes self-service support faster and more personalized.
1M
+
support requests solved by Agentforce
85
%
of customer queries without a human
65
%
reduction in response time for 90% of users
What can service organizations do with trusted AI and Data?
Increase customer satisfaction with AI agents on every channel. Accelerate rep onboarding and productivity with AI-generated replies, summaries, and knowledge articles — plus real-time, turn-by-turn guidance from Service Rep Assistant. AI agents and human reps work in collaboration, all powered by your trusted CRM data, natively integrated within the Headless 360 platform.
Deliver instant resolutions across all your channels – including voice.
Launch Agentforce Help Agent instantly using guided, no-code setups in Salesforce or Slack. For deeper customization, developers can leverage pre-built skills and advanced coding tools to easily fine-tune agents, accelerating time to value from day one.
Meet your customers wherever they are. Unify search and chat across your channels with Agentforce Help Agent. It adapts instantly to context, responding to and resolving complex customer inquiries in real time.
Agentforce Help Agent independently triggers complex workflows like scheduling appointments and managing orders. When a case requires expert assistance, the agent seamlessly escalates the issue, passing complete customer context to your service team for a frictionless handoff.
Agentforce Help Agent's pay-per-resolution pricing model means you only pay for the agent interaction when the customer issue is resolved. No need for complicated consumption forecasting.
Boost service team productivity.
Service Rep Assistant, powered by Agentforce, uses customer data, conversations, and engagement history, plus Knowledge to build Dynamic Plans that guide reps through any interaction, across any channel. By adapting in real time to each engagement's context, it streamlines support, enhances rep productivity, accelerates onboarding, and ensures company policy compliance. Integrating intelligent automation with adaptive, data-driven plans helps organizations raise service standards, optimize resource allocation, and improve customer satisfaction across every engagement.
Drive efficiency and boost service rep productivity with AI-generated summaries for any case, conversation, or interaction. Save time by using AI to predict or create a summary of any issue and resolution at the end of a conversation. Encourage service reps to review, edit, and save these summaries to feed your knowledge base.
Bring third-party knowledge sources into Salesforce with Enterprise Knowledge powered by Data 360, giving customers, service reps, and AI agents answers grounded in trusted information.
Improve search efficiency for service reps and customers with AI-powered Search Answers. Quickly generate answers from your trusted knowledge base and display them directly in the search page or service console. Service reps can find results faster with better filtering and support for multiple languages. Customize Search Answers to match your specific knowledge parameters for optimal results.
Take a tour of the #1 AI CRM for service.
Find out how Service Cloud helps you deflect 30% of cases and deliver value across your customer journey with CRM + AI + Data + Trust.
Complete your Customer Service AI solution with products from across the Customer 360.
Service Cloud
Drive productivity, reduce costs, and increase customer satisfaction at scale with Service Cloud
Agentforce Contact Center
Drive efficiencies and case resolutions faster with AI, automation, and Omni-Channel support.
Salesforce Platform
Safely connect any data to build AI-powered apps with low-code and deliver entirely new CRM experiences.
Self-Service
Deflect cases, cut costs, and boost efficiency by empowering your customers to find answers first.
Customer Service AI Pricing
Start by selecting your Service Cloud edition. Some editions already include AI right out of the box. For the others, you can easily add AI at these price points.
Agentforce for Service
AI in the flow of work and your unmetered employee agent, all in one.
$
125
USD/User/Month
(Billed annually)
- Generative Replies, Summaries, Answers, and Knowledge Articles
- Unmetered Employee Agent
- Customer Signals Intelligence
Max
The complete AI-powered service platform, including customer, contact center, unmetered access to agents, and employee service in one.
$
550
USD/User/Month
(Billed annually)
- Everything in Advanced, plus our full suite of AI, Contact Center, Workforce Engagement Management, Quality Management, and IT Service
- Coworker unmetered, Service Rep Assistant, and all service agent templates
- Workforce Management and Quality Management
- 2.75M Flex Credits per org per year, now 1GB data storage/user
This page is provided for informational purposes only and is subject to change. Contact a sales representative for detailed pricing information.
**Includes a limited number of generative credits.
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Customer Service AI FAQ
AI for customer service and support refers to the use of artificial intelligence technologies, such as natural networks and large language models, to automate and enhance customer engagements. AI augments customer service and support while improving service team productivity, providing relevant responses, and personalizing support experiences.
Some of the key benefits of AI in customer service and support are service team productivity, improved response times, cost reduction through automation, personalized customer experiences, and more accurate insights and analysis. It enhances efficiency, enables self-service options, and empowers support agents with valuable insights for better customer satisfaction.
AI customer service agents are software programs that use artificial intelligence to interact with customers, providing automated responses to common queries, assisting with tasks, and offering customer support 24/7.
AI enhances knowledge management by automating the categorization and indexing of information, facilitating quick and accurate search, and providing intelligent insights and recommendations, which improve accessibility, efficiency, and the overall quality of knowledge sharing and decision-making. Learn more how AI supported knowledge can help your organization.
The top AI features to look for in customer service tools that are embedded directly within your CRM, enabling a unified strategy for self-service and human-led support. Features like AI Agents that move beyond FAQs to deliver 24/7, multilingual support, tools that assist service reps by providing real-time recommendations and dynamic service plans and instantly generate summaries, and features that intelligently route cases to the right agent, proactively detect issues, and turn service data into actionable recommendations.
No, AI is meant to assist, not replace, humans. AI lessens the cognitive load by handling routine and repetitive tasks so customer service reps can focus on high-value interactions and complex or sensitive cases. AI assists service reps by providing real-time insights and relevant recommendations, ensuring reps can deliver the highest quality service at every touch point.
Common uses of AI in customer service include handling routine issues, routing cases, providing multilingual support, summarizing cases, analyzing sentiment, providing real-time recommendations, and predicting customer needs for proactive support.
AI assists customer service reps by instantly surfacing unified customer context, drafting responses, and automating summaries. With real-time guidance and dynamic service plans, it empowers every rep to deliver faster, more personalize support and focus on high-value interactions that drive customer loyalty and CSAT.