Salesforce is aiming to combat rising customer demands with the release of Agentforce Service.
The vendor claims that its latest solution is “directly addressing the surge in customer support demand” by equipping service reps, leaders, and customers with agentic capabilities.
Technically, Agentforce Service is a revamped version of Salesforce’s longstanding Service Cloud customer service and support platform.
However, in an official company blog, Kishan Chetan, EVP & GM of Agentforce Service, emphasized that the platform is more than a new name and some fresh features, stating:
It’s not just an upgrade; it’s a reboot of customer service itself, turning every support interaction from a reactive and costly one into a strategic engine for driving customer loyalty and business growth.
This assertion appears to be backed up by results, with Salesforce reporting that Agentforce Service is able to offload up to 72% of routine inquiries to AI agents.
Moreover, the company also claims that its latest solution delivers 32% faster resolution times and enhances customer satisfaction score by approximately 33%.
But how exactly does it achieve this?
At the most basic level, Agentforce Service allows AI agents and humans to work together more seamlessly and effectively.
The solution is built directly into the Salesforce platform and benefits from what the company describes as a “combined approach” thanks to support from Agentforce and Data Cloud.
The platform is able to bring together real-time customer data and automated workflows, which allows it to help service teams deliver faster and more relevant experiences across every channel.
The approach allows organizations to respond to rising expectations for speed, empathy, and personalization, while reducing manual effort and improving decision-making.
“Service leaders are being asked to do more with less—while customer expectations keep rising,” Chetan explained.
With Agentiforce Service, we’re putting AI, real-time data, and fast deployment in every service team’s hands.
“This is what the future of customer service looks like—personal, predictive, and scalable.”
Agentforce Service Across Every Channel
In support of the promise that Agentforce Service can improve performance across every channel, Chetan specifically discussed how the solution can deliver for supervisors, service reps, and customers.
Supervisors
Agentforce Service introduces a unified command center designed to give supervisors full visibility into customer operations across channels.
The platform provides live data from service, sales, and marketing, allowing teams to monitor key metrics, customer sentiment, and performance in one view.
Supervisors can observe both AI and human-led interactions in real time, identify when escalation is needed, and intervene directly when required
This level of visibility supports a more proactive approach to service management, helping teams resolve issues before they grow.
Salesforce reports that early users have reduced support costs by up to 26%, thanks to faster detection of process issues and the ability to update agent workflows instantly through Slack.
Service Reps
For service representatives, Agentforce offers a redesigned workspace that centralizes all relevant customer data – from case history to product usage – in a single interface.
The aim is to eliminate the friction of switching between systems and help reps respond faster with complete context.
The system also provides dynamic guidance that adjusts as conversations progress. It can highlight best practices, suggest next steps, and even indicate changes in customer sentiment based on language and tone.
These insights enable reps to tailor their approach more effectively, especially during complex or high-pressure cases.
Salesforce says this unified setup has helped some teams cut case resolution times by 32%, improving both productivity and customer experience.
Customers
From a customer perspective, Agentforce enhances self-service through an AI-driven portal that offers personalized, real-time guidance.
The portal can answer natural-language questions and provide contextual instructions to help users resolve issues independently.
Beyond reactive support, the platform uses predictive insights to identify potential issues, such as low product usage or upcoming renewals, and trigger proactive outreach.
This anticipatory model aims to increase satisfaction and reduce friction across the customer journey.
According to Salesforce, early adopters have reported a 33% improvement in CSAT, suggesting that the combination of AI-powered personalization and proactive engagement is resonating with end users.
More Agentforce Announcements
Earlier this month, Salesforce introduced Agentforce Builder in beta.
The next-generation Builder offers a shared workspace where admins and developers can design, test, and deploy agents together.
Users can build agents using natural language, scripting, or simple conversations with a built-in AI assistant.
Elsewhere, back in August, Salesforce rolled out two new industry-focused Agentforce solutions: Agentforce for Public Sector and Agentforce for Manufacturing.
Each includes prebuilt skills and actions tailored to sector-specific workflows, helping organizations deploy AI agents faster.
The launches extend Salesforce’s ongoing strategy to deliver specialized Agentforce tools across both industries and departments.
