Agentforce has surpassed $1 billion in annual recurring revenue as adoption of the company’s agentic AI platform continues to accelerate across enterprise customers.
Since going live on help.salesforce.com and its 1-800-NO-SOFTWARE support line 15 months ago, Agentforce has autonomously handled 4 million customer inquiries, double the volume of human agents.
In discussing the results on the call, Salesforce CEO Marc Benioff was full of praise for the solution:
“Every customer can turn this on now. Many customers are seeing incredible results with Agentforce Service.”
And Agentforce isn’t just delivering internally
Florida Prepaid, a college savings plan provider managing more than 200,000 accounts, is using Agentforce Voice to handle 75% of business-hour calls autonomously and 100% of after-hours calls.
Vivino, the world’s largest wine platform, is running customer support for 74 million users with just 37 human reps. Its agent, Vivina, handles order lookups and account queries autonomously, cutting resolution time by 70%.
UCLA Health has deployed Agentforce as a patient-facing virtual concierge, supporting 450 patients a day – directing them to providers, answering general inquiries, and fielding clinical trial queries.
What Agentforce Looks Like Inside a Contact Center
The most granular picture of Agentforce in a live contact center came from PenFed Credit Union.
In something of a rarity for an earnings call, PenFed Credit CEO James Schenck joined the earnings call personally to discuss the deployment, indicating just how embedded the partnership has become.
PenFed now runs its entire operation – call center, mobile, web, and branches – on Salesforce, with 76 AI agents working alongside human staff.
In the contact center, an agent called Agent Wingman listens to calls in real time, transcribes them, and waits for the human agent to approve before updating the full 360 record.
The practical upside is that whoever picks up next, across any channel, knows exactly what happened last time.
“It’s got to be right each and every time,” said Schenck.
“I want my employees to do the knowledge work, building trust in the relationship, not entering what just happened on a phone call.”
The numbers are tangible. Agent Wingman is on track to save PenFed nearly $1.6 million this year, with call handle time down 10%, after-call work down 50%, and held calls down 40%.
The Scale Behind the $1 Billion
Taken together, this kind of adoption across the customer base has pushed Agentforce ARR past $1 billion, with revenue up 205% year-over-year.
Combined with Data 360 and Informatica Cloud, Salesforce has hit $3.4 billion in total AI and data ARR.
The company processed 28.6 trillion tokens in Q1, up 152% quarter-over-quarter, generating 3.8 billion agentic work units – up 111%.
Bookings for Salesforce’s premium Sales and Service SKUs grew nearly 60% year-over-year, with half of all Agentforce and Data 360 bookings coming from existing customers buying more.
Robin Washington, Chief Operating and Finance Officer, put a number on what that looks like at the top:
“On average, our top 10 customers by Q1 AWU usage have increased their total Salesforce spend by 1.5X in the last year.”
Record Deals and Raised Guidance
Slack is also becoming a bigger part of how service teams work with agents, allowing them to summarize a case, update the record, and escalate to a human within the same channel.
Slack AWUs grew 350% quarter-over-quarter, and the platform featured in nearly half of all million-dollar-plus deals in Q1, up 80% year-over-year.
Salesforce recorded 98 deals worth over $1 million in new ACV in Q1 (a record) including a new $72 million enterprise license agreement with the US Air Force. Full-year revenue guidance was raised to between $45.9 billion and $46.2 billion.
Benioff closed the call with a line that summed up where Salesforce thinks it sits right now:
“In every other product that we’ve rolled out, you’ve never seen the level of scale and growth of a new product like we’ve seen with Agentforce.”
