The period of reactive buyer help is over. Prospects demand sooner and extra customized service within the snap of a finger, including extra to service representatives’ plates and resulting in burnout. And with 65% of service leaders anticipating a rise in case quantity over the following 12 months, whereas solely 58% anticipating to have a headcount enhance, it’s clear conventional service fashions aren’t going to chop it.
Salesforce is straight addressing the surge in buyer help demand by placing AI within the fingers of service reps, leaders, and prospects. Introducing Agentforce Service: a very AI-powered platform for each sort of service, from contact heart to the sector.
Previously generally known as Service Cloud however reimagined with all-new agentic capabilities, Agentforce Service offloads as much as 72% of routine inquiries to AI brokers, enabling service reps to dedicate their experience to extra complicated, excessive worth circumstances. This drives 32% sooner decision occasions and boosts buyer satisfaction scores by an estimated 33%*. It’s not simply an improve; it’s a reboot of customer support itself, turning each help interplay from a reactive and expensive one right into a strategic engine for driving buyer loyalty and enterprise progress.
“We are able to already see how Agentforce Service has the potential to alter how our service reps work alongside AI brokers. We see this as key to chopping onboarding time whereas giving our reps the boldness to work complicated circumstances sooner…It is a highly effective software enabling us to scale service with out sacrificing high quality.”
– Adam Hooper, Head of Central Platforms, dpd
Dig into our newest customer support analysis
Excessive-performing organizations are utilizing knowledge, AI, and automation to ship sooner, extra customized service. Learn how within the seventh State of Service report.
What’s Agentforce Service?
The brand new Agentforce Service comes filled with AI-powered capabilities that empower each function throughout the service expertise, out of your prospects to service reps to service leaders. With it, AI brokers and human service reps are introduced collectively to seamlessly collaborate and proactively resolve buyer wants.
Constructed proper into the Salesforce Platform and powered by Agentforce and Information Cloud, Agentforce Service makes use of a mixed method to energy your Agentic Enterprise. It faucets into up-to-date buyer data and automatic actions to ship smarter, sooner, and extra private experiences at each stage of the shopper journey. This ensures corporations can meet at this time’s escalating calls for for fast, empathetic, and tailor-made help – on any channel – by streamlining duties, accelerating decision-making, and considerably enhancing buyer self-service capabilities.
How Agentforce Service redefines help
Right here’s how Agentforce Service transforms enterprises:
For supervisors: Actual-time command heart for service
Supervisors have rather a lot to juggle. A brand new, unified command heart provides them real-time oversight of their complete buyer expertise operation, from service to gross sales to advertising. This consists of the power to watch key efficiency measures and buyer suggestions throughout all channels, from each human and AI brokers.
With direct visibility into energetic conversations throughout all channels — from voice to digital to e-mail — supervisors can pinpoint the second human assist is required and easily hand over points to service reps – or take over the dialog themselves. This proactive method helps them optimize service operations and shortly deal with rising points earlier than they escalate.
With the command heart reworking knowledge into actionable insights, supervisors now not need to guess – they’ve what they should lead.
Instance: A supervisor immediately sees flagging buyer satisfaction, hones in on an AI agent utilizing an outdated course of, and updates that agent’s steering through Slack in seconds, averting a wave of annoyed calls and saving 26% in help prices*.
“Service leaders are being requested to do extra with much less—whereas buyer expectations hold rising. With Agentiforce Service, we’re placing AI, real-time knowledge, and quick deployment in each service crew’s fingers. That is what the way forward for customer support appears to be like like—private, predictive, and scalable, enabling corporations to realize 72% better operational effectivity*.”
– Kishan Chetan, EVP & GM, Agentforce Service
For service reps: Unified context and good steering
Instances are extra complicated than ever and tickets are piling up – service reps want simplicity and the appropriate instruments to get the appropriate solutions, quick.
With a brand-new workspace, service reps get a transparent, customizable view of all important buyer data — like their engagement and buy historical past, previous help points, and product use — in a single intuitive place. This eliminates tedious looking and hastens problem-solving.
Service reps additionally get instantaneous, good recommendation that adapts as conversations progress. Whether or not it’s a reminder about greatest practices or a urged subsequent step, this inline steering builds confidence on the service rep’s finish with out interrupting the shopper. Delicate visible cues inside the service rep workspace present shifts in a buyer’s temper based mostly on their language and habits. This helps service reps shortly perceive when extra empathy or urgency is required, particularly throughout busy or irritating interactions, to allow them to concentrate on fixing complicated issues with all the appropriate context at their fingertips.
Instance: A service rep immediately accesses a buyer’s utilization developments, open points, and contract particulars upon opening a renewal case, enabling them to proactively establish dangers or upsell alternatives with out navigating disparate programs and finally lowering case decision time by 32%*.
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For purchasers: Personalised self-service and proactive help
Meet your prospects the place they’re. A recent self-service expertise – which incorporates an AI-powered portal – supplies customized steering based mostly on every buyer’s distinctive data and habits. This implies instantaneous solutions to natural-language questions and contextual steering that seems to stroll customers by complicated duties in actual time. This considerably improves buyer self decision charges and CSAT because it helps prospects get issues carried out on their very own.
Past that, the platform mechanically detects potential points or alternatives — like low product utilization or upcoming renewals — and reaches out with well timed, related help earlier than prospects even have to ask. Prospects get sooner, extra related assist with much less effort, constructing satisfaction and loyalty.
Instance: A buyer with low product utilization mechanically receives a immediate with tailor-made suggestions and a proposal to construct a service plan, rising the worth they get and enhancing CSAT by 33%*.
“The Salesforce Service Portal, Agentforce, and Information Cloud allow customized candidate experiences that permit us to have interaction sooner, future-proof our expertise operations, and scale distinctive buyer experiences. We’re not simply implementing software program; we’re redefining the best way we work.”
– Dena Campbell, Chief Info Officer, Highspring
Prepared your Agentic Enterprise for the longer term with Agentforce Service
Salesforce’s Agentforce Service represents a seismic shift in buyer help. With its unified workspaces, real-time steering, and enhanced self-service capabilities, Agentforce Service is ushering in next-gen, AI-powered customer support operations, making them extra environment friendly, empathetic, and tailor-made to particular person wants so you may rise to fulfill at this time’s – and tomorrow’s – buyer calls for. The subsequent period of service is right here – you want the platform that’s constructed for it.
Unlock AI with Agentforce Service
Your AI is barely as sturdy as the info it’s constructed on. Agentforce Service is constructed on trusted, secured knowledge to securely maximize the ability of AI.
