Telco-specific AI agents, built on almost three decades of industry expertise, tackle complex sales motions and improve customer retention pain points 

Industry leaders like One NZ, Lumen, Personal (Telecom Argentina S.A.), and Telepass are using Agentforce to open new revenue streams and accelerate growth 

The telecommunications industry is facing a revenue paradox. Telcos have spent years investing in massive 5G infrastructure and digital experience projects only to discover that they barely preserved the revenue they already had. Despite their best efforts, industry growth will have slowed to 2.9% by 2029, with average revenue per user (ARPU) ticking down to just $6.20. At the same time, customer-facing teams are stuck under more pressure than ever without the tools they need, leading to customer churn as high as 40%. These pressures don’t just exhaust teams and frustrate customers; they create invisible friction that eats away at profits and stalls growth. 

That’s why Salesforce is launching Agentforce for Communications, including five new prebuilt AI agents that help teams reclaim their time and capitalize on opportunities to create new revenue streams that didn’t exist before. Now every seller can reach higher deal velocity, every field technician can turn onsite visits into upsells, and every service representative is free to focus on high-value support that drives long-term loyalty, all with the help of AI agents. The result is happy customers who stay for the long term and human teams who can do more satisfying work that drives productivity and revenue.

Our AI assistant uses real-time data to handle everything from balance inquiries to plan switches, resulting in a 4x increase in engagement over traditional digital and physical channels.

Summer Collins, Chief AI & Data Director, One NZ

Organizations like One NZ and Lumen use Agentforce for Communications to unleash proactive experiences and revenue-generating innovation while saving hundreds of hours of manual labor.

“Our AI assistant uses real-time data to handle everything from balance inquiries to plan switches, resulting in a 4x increase in engagement over traditional digital and physical channels.” — Summer Collins, Chief AI & Data Director, One NZ

“Agentforce is the engine reclaiming more than 300 hours of productivity for our teams every week, allowing us to pivot from managing manual complexity to focusing entirely on revenue-generating innovation.” — Ryan Asdourian, EVP & Chief Marketing & Strategy Officer, Lumen Technologies

The Solution: Ready-To-Go AI Agents Built for You 

Agentforce for Communications’s industry-specific agents are customized specifically for the telecom industry, built on almost three decades of industry expertise. Agentforce is natively built on the trusted Agentforce 360 Platform and can pull live data from CRM, operations support systems (OSS), and business support systems (BSS) so agents can take trusted action instantly, respond in natural language, and leverage deep customer context to find immediate solutions and opportunities to drive growth.

Because these agents have deep context into the customer, their service and billing history, and your company’s offerings, they can turn every customer interaction into one that meets your business’ sales or service goals while working seamlessly alongside human employees. Unlike generic AI, these agents are built with domain-specific constraints and industry- and customer-specific knowledge, enabling you to adopt agentic AI faster and more efficiently.

Instead of navigating fragmented channels to fix billing errors, customers can now delight in a self-healing network where issues are resolved before they’re even noticed, billing is transparent, service is efficient, and human representatives are free to go above and beyond to deliver world-class service. 

For employees, Agentforce replaces the manual overhead of data retrieval with real-time, actionable intelligence, enabling them to focus on complex, empathetic problem-solving and win-win scenarios that drive revenue while building lasting brand loyalty. The new prebuilt agents include: 

• Billing Resolution Agent: Harmonizes fragmented data from third-party systems to provide deep bill analysis and helps service representatives autonomously resolve disputes, based on specific agent guardrails. This delivers immediate financial clarity to consumers, eliminating the reactive cycle where automated solutions or human representatives lack the context to resolve issues instantly while allowing service reps to focus on high-priority escalations. 
• Service Level Objective (SLO) Insights Agent: Helps teams deliver promised services like fiber uptime or repair speeds to accounts, comparing real-time network usage against specific compliance criteria. This provides account owners with a breakdown of compliance trends and root causes of failures, shifting the service model from a reactive cycle of manual troubleshooting to one of proactive, data-driven assurance.
• Quoting Agent: Helps sales representatives build complex quotes faster by instantly building an accurate quote that follows customizable business rules and logic. This helps ensure that complex bundles and the customer’s right pricing are applied accurately every time, eliminating high fallout rates, where orders fail in the middle office due to technical incompatibilities, and the hassle of manually building a quote. 
• Site Grouping Agent: Automates the complex task of configuring quotes and applying common offers for large deals using natural language instructions, proactively suggesting groupings based on location details, serviceability at the location, and more. This helps sales reps create multisite quotes faster and more accurately, instead of spending hours manually sorting through spreadsheets. 
• Guided Selling Agent: Uncovers potential revenue opportunities for field service technicians when they visit customers by instantly generating technically valid upsell and cross-sell quotes. This allows field technicians to suggest personalized recommendations immediately while onsite, driving revenue in a high-touch moment while improving customer satisfaction.

Salesforce Perspective: “With Agentforce for Communications, we’re helping telecom companies work smarter by connecting every part of their business, from sales to customer service to field operations, with AI agents that work 24/7 alongside human teams. Whether it’s resolving billing disputes, managing subscriptions, or accelerating complex B2B quotes, we’re enabling telecom companies to compete in the AI era by improving efficiency, driving growth, and freeing teams to focus on what matters most.” — David Fan, SVP & GM, Communications, Salesforce

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The Outcome: Every Customer Interaction Is Now a Growth Opportunity 

With out-of-the-box AI agents built for the telecom industry, Agentforce for Communications equips sales and service teams with real-time intelligence to resolve issues faster, reduce churn, and act on upsell opportunities more effectively. By combining digital labor with actionable insights, telcos can capture growth, drive revenue, and turn every customer interaction into measurable business impact.

Customer Perspectives 

• “Updating mobile plans used to be a complex, manual, and time-consuming process for both our teams and customers. By leveraging Agentforce and Data 360, we were able to transform the process into a seamless, agentic experience in just five weeks. Our AI assistant uses real-time data to handle everything from balance inquiries to plan switches, resulting in a 4x increase in engagement over traditional digital and physical channels. This agentic shift has enabled us to deliver personalized, always-on service at a scale that wasn’t possible before.” — Summer Collins, Chief AI & Data Director, One NZ 
• “At Personal, we leverage Agentforce and AI to scale expertise across our field operations, guide technicians in real time, and proactively detect and resolve service issues before they escalate — targeting a 20%–30% reduction in support calls while driving greater efficiency and a seamless customer experience.” — Pablo Silva, Director, Customer Fulfillment, Personal (a Telecom Argentina company)
• “Our transformation from a legacy telco to a modern technology company required us to dismantle decades of technical debt and a ‘Frankenstein’ infrastructure. By building our agentic enterprise on Salesforce, we have moved beyond simple efficiency to radical automation, saving $5.6 million in our first year alone. Agentforce is the engine reclaiming more than 300 hours of productivity for our teams every week, allowing us to pivot from managing manual complexity to focusing entirely on revenue-generating innovation.” — Ryan Asdourian, EVP & Chief Marketing & Strategy Officer, Lumen Technologies
• “With demand for Telepass services growing at 10% annually, we’re reimagining customer engagement using AI. Getting started with Agentforce was easy; today, our AI agents autonomously resolve 87% of our customers’ frequently asked questions, while reducing average call handle time by 50%. Now, our teams can focus on complex customer needs and deliver faster, higher-quality service across the board.” — Marco Gaeta, Chief Information Technology Officer, Telepass 

Availability 

• Billing Resolution is available now. 
• Service Level Objective Insights will be available in February 2026.  
• Quoting is available now. 
• Site Grouping is available now. 
• Guided Selling will be available in February 2026. 

Learn more 

• Visit us at Mobile World Congress to see how Lumen, One NZ, and Personal are using Agentforce
• Read more about Agentforce for Communications 
• Read more about One NZ
• Read more about Telepass 
• Read about our AI partnerships with Infosys and Cognizant

This article may include references to services or features that are still in development and are unreleased. Customers should make their purchase decision based on fully released and available features.