Over 1,000,000 customers helped, and we're just getting started.
Explore how Agentforce on help.salesforce.com crossed 1 million support requests, and what we learnt along the way.
Salesforce Help gets over 60 million visits annually from customers in need of assistance. Despite the site's effectiveness, our support team still receives around 2 million support requests each year. We launched Agentforce on our Help site as a new AI-powered service channel to help customers find answers faster and to deliver a better experience.
Agentforce delivers highly relevant, personalised responses to customer enquiries by leveraging customer history and product usage data grounded in Data Cloud. Agentforce can autonomously manage routine tasks that previously required human intervention. This allows our support team to focus on more complex and high-touch support requests, and more importantly, helps our customers benefit from faster and more efficient help.
We launched Agentforce with a pilot programme, initially opening it to just 200 authenticated users within a four-week period. The initial success was promising, and we gradually expanded the Agentforce experience to a broader audience. Agentforce now resolves more than 85% of support requests, supporting customers in different languages across the world, and recently passed a major milestone: over 1 million handled on Salesforce Help. Each request represents a moment where AI made it easier for someone to get help, quickly and accurately.
Agentforce continues to manage tens of thousands of support requests every week, helping us deliver faster resolutions and better service at scale.
How does our Agentforce perform? Take a look.
We're sharing the weekly performance metrics of our own customer service agent because we believe in full transparency.
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Support Requests Handled by Agentforce
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Agentforce Resolved Conversationsn
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User Abandoned Conversations
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Agentforce Conversation Handoffs
Data shown above reflects the week of 31st August.
The total number of Agentforce conversations is the sum of Agentforce resolved conversations, user abandoned conversations, and Agentforce conversation handoffs.
Support Requests Handled by Agentforce
The total number of Agentforce sessions initiated by customers
Agentforce Resolved Conversations
Agentforce conversations where Agentforce answered the customer's enquiry
User Abandoned Conversations
Agentforce conversations where the user did not engage with Agentforce after starting the conversation
Agentforce Conversation Handoffs
Agentforce conversations that result in a transfer to a human agent
Now available in 7 languages.
Agentforce meets customers where they are — no translation required. It understands and responds in their language, directly from English source content, and now supports real-time translation for conversations with our human support engineers. That means faster, more scalable global service. Try it out in:
Dive deeper.
See how Agentforce scaled to one million support requests — delivering faster, trusted answers with AI-powered service.
See how we used data and insights to design Help on Agentforce — making it faster, smarter, and easier for customers.
Watch how Agentforce provides trusted answers and seamlessly connects to human agents.
Hear how Salesforce leaders are using digital labour to transform customer success — without losing the human touch.
Get started on Agentforce.
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