Salesforce deployed an agentic AI platform called Agentforce to handle customer support and augment engineering. Approximately 1.5 million conversations occurred through the agentic layer while roughly 1.5 million conversations also occurred through human support agents during the same period. SEASAT scores for agentic and human interactions were comparable. Customer support headcount was reduced from about 9,000 to roughly 5,000 as a result. Remaining staff work alongside AI agents under an omnichannel supervisor. Agentforce launched at Dreamforce 2024 and is positioned as a response to demographic-driven labor shortages. AI-driven productivity gains enabled consideration of pausing new engineering hires and pursuing over 100 million untapped leads.
We have now done about a million and a half conversations with our customers (through the agentic layer) and at the same time ... a million and half conversations also happened through our support agents during that same period. The SEASAT scores were about the same, which was stunning and also I was able to rebalance my headcount on my support - I've reduced it from 9,000 heads to about 5,000 because I need less heads.
is the most exciting thing that's happened in the last nine months for Salesforce
such incredible productivity gains because of the agents that work side-by-side with our engineers
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