Agentforce resolves 85% of visitor issues on the Salesforce Help site.

Reps needed more capacity to address complex help cases.

The Salesforce Help site receives more than 60 million visits a year from customers who need assistance with everything from resetting passwords to developer support. As a first step towards improving the customer service experience, Salesforce implemented Einstein Bots, which could handle a predefined range of requests. For example, if a customer needed to know where to find training for a particular product, the bot could pull up a list of resources. But it couldn't make personalized recommendations, which limited its usefulness. 

For example, routine requests like password resets were common but handling them was not always straightforward – while customers could reset their own passwords on the site, the bot couldn't help if they ran into trouble. The customer would have to open a support ticket and wait — sometimes for days — because of the support reps’ availability. Salesforce recognized an opportunity to provide customers with an improved experience and free up representatives for one-on-one support.

Agentforce improves the customer self-help experience.

To improve customer support efficiency further, Salesforce has now introduced Agentforce, the new agentic layer on the Salesforce platform. Designed as a 24/7 concierge, Agentforce provides customers with immediate, personalized service, eliminating wait times and ensuring quick, personalized responses. In just two months, Salesforce teams used Agentforce’s low-code AI tools to define key use cases, establish guardrails, and thoroughly test the system, leading to the successful deployment of Agentforce for customer service.

Agentforce now handles everything from responding to routine inquiries and performing common tasks to opening service tickets that seamlessly escalate to human reps with the full case history and context. But what really sets it apart is that it is deeply integrated into the entire Salesforce CRM, which means Agentforce has trusted access to the right customer data it needs to respond immediately, securely, and accurately to every customer request – and at a scale humans just can’t do.

Deeply integrated with Data Cloud, Agentforce taps into both structured and unstructured data across the platform – including case histories, Trailblazer IDs, product purchases, knowledge articles, and product documentation. Using retrieval-augmented generation (RAG), Agentforce combines these data sets to create an AI prompt that includes the latest information in a context that’s highly relevant to the customer.

Using Data Cloud, Agentforce can sift through thousands of customer records, articles, and documents in seconds, pulling together a customer’s full account history, product usage, service logs, and more. This allows the system to answer inquiries with precision, understanding not only the question but the full context of the customer’s request. It delivers highly personalized answers based on past interactions, product usage, and specific needs‌ — ‌providing a level of service that feels both efficient and thoughtful.

For example, a customer might ask Agentforce about their API limits — an account-specific question about the number of applications they’re entitled to connect. In the past, finding this information would have required sifting through more than 7,000 search results. Now, Agentforce instantly provides the precise answer because it knows every customer's entitlements. Similarly, tasks that once required customers to wait for support, like resetting passwords, are now handled by Agentforce. If a customer encounters trouble with the self-service password reset tool, Agentforce steps in to resolve the issue immediately, eliminating the need for a support ticket and reducing wait times.

If the situation requires more nuanced support, such as increasing an API limit, Agentforce connects the customer to a live rep within seconds, continuing the interaction in the same chat window. Behind the scenes, Agentforce summarizes the issue for the representative, so the customer doesn’t have to explain what they’re looking for again.

The interaction feels seamless because it happens in natural language. The Einstein chatbot used to require customers to type in specific keywords. By contrast, with Agentforce, customers can now type in any question they want, using natural language, just like they would talk to a human. 

Agentforce now resolves on average about 85% of customer queries without a human, ensuring fast and reliable answers instead of waiting days for a resolution. Since launching 6 months ago, Agentforce has reduced the response time by 65% for 9 out of 10 users, and it's escalating just 5% of inquiries to a human service agent. To date, Agentforce has had 1 million conversations with website visitors. Salesforce tracks weekly performance metrics.

"Agentforce can, in seconds, handle product support questions, answer account queries, and will soon be able to detect and pass leads to sales,” said Jim Roth, President of Salesforce Customer Success. “This is a new kind of journey for customers. We are defining how customers and AI agents can work together to find answers."

With Agentforce now powering help.salesforce.com, Salesforce customers can ask questions and receive instant, 24/7 support through natural language interactions. Integration with Data Cloud gives Agentforce the ability to see and understand all relevant cases from customers in an instant ‌ — ‌ something that’s impossible for a human rep. It uses this knowledge to deliver intelligent, real-time answers and perform routine tasks, all while personalizing responses based on what it knows about the current customer. By integrating with Service Cloud, Agentforce also taps Salesforce’s vast resources, such as ready-to-use service rep processes and articles, to enhance its capabilities. This allows Salesforce service reps to focus on what they do best: building deeper, more meaningful relationships with customers. It’s the ultimate combination of technology and human connection‌ — ‌Agentforce handles the majority of routine questions and tasks, freeing representatives to deliver the personalized, one-on-one service that creates lasting loyalty.