After we launched Agentforce on Assist in October 2024, our objective was to set the usual for world-class, agentic service. Agentforce on Assistance is an AI agent that helps prospects immediately on our Salesforce Assist web site, answering customer support questions in pure language, grounded in unified knowledge, to ship quick, 24/7 service whereas releasing human help engineers to deal with extra complicated points.
Our method to Buyer Success has all the time been rooted within the rules of Simple and Skilled — serving to to make sure each interplay is easy and backed by trusted, expert-level steering. That imaginative and prescient involves life by means of intuitive design, deep product data, and consumer context — all working collectively to ship quick, assured solutions with minimal effort.
At present, Agentforce has dealt with over 1 million help requests. That’s over 1 million moments the place AI delivered quick, correct, and trusted service, with out maintain music, frustration, or chilly transfers to completely different “departments.” Simply actual assist, precisely when it’s wanted.
Agentforce can also be remodeling how our inner groups work. By answering routine and repetitive help questions, Agentforce is releasing up our help and success groups to deal with what they do finest: fixing complicated points, constructing deeper buyer relationships, and driving long-term worth. We’ve seen firsthand how this shift is enabling our groups to be extra proactive, strategic, and impactful than ever earlier than.
The 1 million milestone isn’t simply in regards to the expertise. It’s about buyer success. Due to Agentforce, prospects can reply questions or clear up issues simpler and sooner than ever, to allow them to spend extra time shifting their enterprise ahead.
“Normally I’m having to learn by means of 4 or 5 posts on the neighborhood web page to determine the correct reply. With this, I don’t should weed by means of something. That could be a recreation changer if you’re up in opposition to so many deadlines.”
Misty Fierro, Co-Founder, Change Authority (Salesforce Consulting Associate)
Agentforce lets us scale high-quality, significant service with out compromising belief or the client expertise — no matter quantity or time of day.
The way it works
Agentforce is quick and correct as a result of it’s constructed into Salesforce’s deeply unified platform, connecting knowledge, metadata, APIs, and brokers to answer each buyer request swiftly, securely, and at scale.
Powered by Information Cloud, Agentforce analyzes each structured knowledge — like account historical past and product utilization — and unstructured content material — like data articles and product documentation — to ship exact, customized solutions. Its deep understanding comes from the Atlas Reasoning Engine, which orchestrates prompts, code, and LLM calls to categorise intent and information habits utilizing definable matters, directions, and actions. Whereas our supply content material remains to be in English, Agentforce can perceive and reply in a number of languages, which allowed us to launch our Assist expertise in Japanese, with extra languages coming quickly—with out the necessity for pricey translation cycles.
With the brand new Agentforce Command Heart, we’re additionally in a position to observe efficiency in real-time. We use detailed metrics on latency, escalations, and errors, together with real-time alerts, to establish content material gaps, tune prompts, and preserve Agentforce operating easily.
What we’ve realized
A million help requests later, we’ve seen a little bit little bit of every thing — from “How do I prepare dinner spaghetti?” to “Solely reply in hip-hop lyrics.” However in between the surprising prompts, we’ve realized some priceless classes. An important? Agentforce must be as reliable and insightful as our greatest workers. Good, sure, but in addition able to delivering nice, customer-centric service.
We began small — with a restricted rollout and focused content material — to be taught quick, iterate, and enhance. Now, Agentforce delivers dependable, multilingual service at scale utilizing a broad vary of knowledge.
Listed here are two finest practices we consider each group ought to take into account when bringing AI into their service technique:
1. Energy your agent with dynamic intelligence, not a static script
Constructing an efficient AI agent requires combining structured and unstructured knowledge, understanding intent, and enhancing by means of suggestions and analytics. We name this course of the Data Cycle, and it’s what provides Agentforce the flexibility to ship correct, context-aware solutions at scale. Meaning going far past a static data base. As we piloted, we stood up weekly efficiency evaluations, real-time monitoring, and AI-driven analysis instruments to repeatedly check and tune reply high quality. We up to date content material, refined prompts, and fine-tuned retrievers—all based mostly on actual utilization knowledge and human assessment. At present, this adaptive infrastructure runs inside Agentforce itself, enhancing efficiency with each interplay.
However delivering correct solutions is just half the story. To actually help prospects, an agent additionally wants to reply in a approach that displays the scenario—bringing the correct context, the correct tone, and the correct data to maneuver issues ahead.
2. Design for buyer expertise from the beginning
The Service Cycle is about greater than the reply the agent is aware of—it’s about how the agent makes folks really feel. One of many key classes we’ve realized is that delivering the correct reply doesn’t matter if it lands the mistaken approach.
Identical to we practice our human help engineers to steer with empathy, we designed Agentforce to acknowledge context and reply appropriately. When a buyer experiences a Salesforce outage — a high-stakes second — the agent doesn’t bounce into troubleshooting. It begins with acknowledgement akin to “I’m sorry to listen to that” and indicators urgency akin to “I’ll get you to a help engineer as quick as potential”. That response isn’t nearly accuracy, it’s about delivering a service expertise that earns belief and displays the client’s wants.
See how Agentforce is performing
We use Agentforce daily to help Salesforce prospects — and we’re sharing our efficiency knowledge to point out precisely the way it’s delivering.
What’s coming subsequent
A million help requests are just the start. We drew on buyer suggestions to develop three improvements that can make the Assist expertise much more intuitive, accessible, and priceless:
Language growth
Agentforce now helps Japanese, with extra languages coming quickly. This doesn’t require any painstaking human translation on our half, as Agentforce understands and responds within the buyer’s language, immediately from the English supply content material.
Voice
We’re making service extra pure and accessible with new voice capabilities. Mixed with our cell optimizations, this can unlock really conversational service anyplace, anytime, for each buyer.
Personalization
By tapping into Salesforce knowledge, Agentforce will provide proactive, customized service. From suggesting next-best actions to improved case administration and appointment scheduling, it should adapt to the particular wants of every buyer.
These aren’t simply product enhancements. They’re a part of a broader effort to create a buyer expertise that’s extra proactive, extra customized, and simpler than ever.
1 million and counting
This milestone confirms what we got down to show: AI can ship world-class buyer experiences and enhance useful resource effectivity.
We’ve seen how AI can resolve requests shortly and precisely, whereas releasing up our groups to deal with extra complicated, high-value interactions. By combining the Data Cycle and Service Cycle — clever solutions and thoughtful supply — we’re constructing service experiences that allow people and AI to attain extra collectively than they ever may on their very own.
We’ll preserve sharing what we be taught from our Agentforce journey and we invite you to return together with us. Go to our Agentforce on Assist Case Examine web page to discover the most recent developments and we hope it should encourage you to start out shaping your individual AI technique.
Right here’s to the subsequent million, and past.
This text might embody references to companies or options which can be nonetheless in growth and are unreleased. Clients ought to make their Agentforce buy selections based mostly on absolutely launched and obtainable options.
