Publish date:
In October 2024, Salesforce launched Agentforce on Help to provide excellent customer service. Agentforce on Help is an AI tool that provides direct assistance to customers on our Salesforce Help site. It answers questions in natural language and utilizes unified data to provide fast, 24/7 support. It allows our human support engineers to focus on more complex issues.
Agentforce’s Customer Success approach is built on two key principles: ease of use and expert assistance. We make every interaction simple, while also providing knowledgeable support. We achieve this by combining a user-friendly design with in-depth product knowledge and a thorough understanding of user needs. It enables us to provide quick and confident answers with minimal effort.
Agentforce has handled over 1 million support requests and is expected to save $50 million in costs by the end of the fiscal year. It means AI has provided quick, accurate, and reliable service over a million times, helping customers get real assistance without long waits, frustration, or being transferred between departments.
The platform is changing how we work inside the company. By handling common support questions, Agentforce allows support and success teams to focus on more complex issues. It helps them develop stronger relationships with customers and create lasting value. As a result, teams can work in a more proactive, strategic, and effective way than before.
Reaching 1 million requests is not just a technological milestone; it helps customers succeed. With Agentforce, users can quickly find answers and solve problems, giving them more time to grow their businesses.
Agentforce provides high-quality service at any time, even during busy periods. We prioritize building trust and providing a positive experience for our customers.
How Agentforce Delivers Fast and Accurate Support
Agentforce delivers speed and accuracy through its deep integration within the Salesforce platform. By connecting data, metadata, APIs, and agents, it responds to every customer request quickly, securely, and at scale.
Powered by Salesforce Data Cloud, Agentforce analyzes both structured data, such as account history or product usage, and unstructured information, including knowledge articles and documentation. It enables the platform to deliver exact and personalized responses. Its advanced intelligence stems from the Atlas Reasoning Engine, which coordinates interactions among prompts, code, and language models to identify intent and take appropriate actions based on defined topics, instructions, and behaviors.
While the original content is in English, Agentforce can understand and respond in multiple languages thanks to its multilingual capabilities. This feature has already enabled the launch of a Help experience in Japanese, with additional language options on the way — all without the need for expensive translation processes.
The Agentforce Command Center provides real-time visibility into performance. Detailed metrics on latency, escalations, and errors, combined with instant alerts, enable teams to identify content gaps, refine their responses, and maintain seamless operations.
Lessons from 1 Million Agentforce Support Requests
After handling over one million support requests — ranging from unusual queries like “How do I cook spaghetti?” to playful instructions such as “Only answer in hip-hop lyrics” — valuable insights have emerged. Beyond the surprises, one core truth stands out: Agentforce must be as dependable and insightful as the best human employees — intelligent, adaptive, and consistently customer-focused.
The journey began with a small rollout and targeted content, allowing quick learning, rapid iterations, and continuous improvements. Agentforce now delivers reliable, multilingual service at scale, tapping into a broad spectrum of data.
Best Practices for Using AI in Service Strategies
1. Equip AI Agents with Dynamic Intelligence
An effective AI agent needs more than a static script. By combining structured and unstructured data, understanding intent, and utilizing feedback with analytics, Agentforce operates through what is known as the Knowledge Cycle. This approach enables accurate, context-aware answers at scale — far beyond the capabilities of a simple knowledge base.
Performance is continuously tested and improved through weekly reviews, real-time monitoring, and AI-driven evaluations. Content updates, refined prompts, and enhanced retrieval methods are all based on usage data and human oversight. This adaptive infrastructure lives within Agentforce itself, improving performance with every interaction.
Delivering the correct answers is only half the challenge. Adequate support also means responding with the right tone, the proper context, and information tailored to the situation.
2. Prioritize Customer Experience from Day One
AI services do more than provide accurate answers—they aim to create a good experience for users. The Service Cycle focuses on how responses are provided, ensuring that customers feel heard and supported.
When a customer reports a serious issue with Salesforce, the representative begins by expressing empathy, saying, "I'm sorry to hear that," and demonstrating urgency by stating, "I'll connect you to a support engineer right away." In times of need, this strategy makes clients feel appreciated, fortifies bonds, and fosters trust.
The Road Ahead for Agentforce
The one million support requests that have been resolved are just the start. Three new developments are planned to further improve the Help experience's impact, accessibility, and ease of use based on insightful customer feedback.
Expanding Language Support
Agentforce already supports Japanese, with additional languages planned for the near future. The Japanese service launch on June 20 facilitated over 12,000 conversations and achieved an 86% resolution rate — all without the need for manual translation. By processing English source content and responding in the customer’s native language, Agentforce ensures a seamless multilingual experience.
Enhancing Voice Interaction
Service will be more accessible and natural than ever, thanks to upcoming voice capabilities. This update will enable truly conversational experiences at any time and anywhere, when combined with mobile optimizations.
Personalized Service at Scale
By utilizing Salesforce data, Agentforce will deliver proactive, tailored support. It includes suggesting next-best actions, enhancing case management, and streamlining appointment scheduling — all while adapting to meet the unique needs of each customer.
Moving Beyond the First Million
Reaching the one million request milestone validates the power of AI to provide world-class customer service while boosting operational efficiency. Agentforce manages requests quickly and accurately, freeing human teams to focus on complex, high-value interactions.
By combining the Knowledge Cycle (intelligent, data-driven answers) with the Service Cycle (empathetic, context-aware delivery), the platform enables humans and AI to work together, achieving more than either could alone.
Customers can explore the latest progress in the Agentforce Help Case Study to learn how these advancements are shaping the future of AI in customer service and to gain inspiration for creating their own AI strategy.
The upcoming features and services mentioned may still be in development. Any purchase decisions should be based on fully released and available capabilities.
Conclusion
Agentforce’s milestone of crossing one million support requests highlights the true potential of AI in reshaping customer service. With its ability to deliver rapid and precise responses across multiple languages, along with proactive and tailored support, Agentforce consistently sets new standards for efficiency and client satisfaction. Each innovation enhances everyday customer interactions, enabling teams to focus on high-value challenges that strengthen connections and create a lasting impact. As Agentforce evolves with features such as voice capabilities, broader language support, and deeper personalization, the future of AI-driven service looks more intelligent, seamless, and human than ever before.
Do you want to take advantage of all that Agentforce has to offer your company? As a reputable supplier of Agentforce consulting services, Codleo focuses on assisting businesses with the deployment, personalization, and optimization of Agentforce to provide outstanding customer experiences. As an experienced Agentforce implementation partner, Codleo offers tailored solutions — from strategic setup to ongoing optimization — ensuring Agentforce works seamlessly with your workflows, data, and service goals. Whether your focus is customer success, operational efficiency, or AI‑driven personalization, Codleo can guide you every step of the way. Connect today to explore how Agentforce can become a powerful asset for your organization.
0
About the Author
603 D-Mall Netaji Subhash Place, Delhi 110034 IND
