Salesforce launched Agentforce on Help in October 2024 to set the standard for world-class, agentic service. This AI-powered assistant supports customers directly on the Salesforce Help site, answering questions in natural language with unified data: delivering fast, 24/7 service while freeing human support teams to focus on complex issues.
Salesforce’s Customer Success approach has always been rooted in Easy and Expert, ensuring effortless interactions backed by trusted guidance.
Today, Agentforce has handled over 1 million support requests, proving that AI can scale service without sacrificing trust or quality.
The Impact of 1 Million AI-Powered Conversations
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Resolves 85% of support requests, reducing response times by 65% for 90% of users since January 2025.
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Self-service traffic up 2% year-on-year, more customers turn to help.salesforce.com first.
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Support case volume down 5%, Agentforce resolves issues before a case is needed.
Agentforce also transforms internal operations, allowing support teams to focus on complex challenges and deeper customer relationships.
“The 1 million milestone isn’t just about the technology. It’s about customer success. Thanks to Agentforce, customers can answer questions or solve problems easier and faster than ever, so they can spend more time moving their business forward,” says Jim Roth, President of Salesforce Customer Success.
Built for Speed, Accuracy & Trust
Agentforce leverages Salesforce’s unified platform, integrating Data Cloud and Atlas Reasoning Engine to analyse structured/unstructured data: delivering precise, multilingual support (including Japanese, with more languages coming).
“One million support requests later, we’ve seen a little bit of everything, from ‘How do I cook spaghetti?’ to ‘Only answer in hip-hop lyrics.’ But in between the unexpected prompts, we’ve learned some valuable lessons,” says Roth.
“Agentforce needs to be as dependable and insightful as our best employees.”
Key Learnings Along the Way
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Balance guidance with trust: Overly restrictive rules (like blocking competitor mentions) limited helpful responses. Coaching with principles like “put Salesforce’s best interest first” worked better.
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Humans still matter: Early goals of 1% human handoff missed the mark. Customers needed clearer paths to human support when necessary.
1 Million and Counting
“This milestone confirms what we set out to prove: AI can deliver world-class customer experiences and improve resource efficiency.,” says Roth.
“We’ve seen how AI can resolve requests quickly and accurately, while freeing up our teams to focus on more complex, high-value interactions.
“By combining the Knowledge Cycle and Service Cycle – intelligent answers and considerate delivery – we’re building service experiences that enable humans and AI to achieve more together than they ever could on their own.”
