5 Agentforce Case Studies, and What We Learned from Them

Unpack customer stories, from brands such as AAA, The Adecco Group, and Wiley

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5 Agentforce Case Studies, and What We Learned from Them
CRMInsights

Published: January 15, 2025

Rebekah Carter

Salesforce has earned its reputation as an agentic AI pioneer with the launch of Agentforce.

The platform offers businesses a platform to build low-code autonomous AI agents that complete tasks within and beyond the Salesforce environment.

Now named a “Digital Labor Platform”, it sparks the beginnings of a human and AI hybrid workforce.

That idea has sparked significant interest. Indeed, 1,000+ customers started their Agentforce journey just three months after its launch.

But how exactly are they leveraging Agentforce? These five case studies shed light on the possibilities.

1. AAA Delivers “Always-On” Support with Agentforce

The American Automobile Association (AAA) is one of the biggest roadside assistance companies in the world, serving more than 60 million members across the US and Canada. The company knows that its customers appreciate quick, proactive, and supportive service.

That’s why AAA Washington used Salesforce Agentforce to create an autonomous agent capable of answering customer support requests, keeping clients informed about roadside updates, and even offering personalized suggestions to customers.

For instance, the agent can look at a person’s account and immediately identify potential products or services they might be interested in (such as a safe driving school subscription for a learner driver).

According to the AAA, Agentforce is part of an “absolute augmentation strategy” intended to make their human agents more efficient and effective.

With the AI agent handling things like insurance recommendations and common requests, human professionals can focus on spending more “quality time” with customers when they need it most.

2. Precina Health Strives to Save More Lives with Agentforce

Precina Health, a healthcare innovator, leverages AI to improve diabetes care. When it comes to impressive Agentforce case studies, Precina’s story highlights just how valuable AI can be at transforming client lives and improving service outcomes.

The company has developed a Sales Coach (a pre-built autonomous agent offered by Salesforce) to streamline everything from patient recruitment to enhancing provider efficiency.

The company’s Agentforce agents can help clinicians create and deliver personalized treatment plans to every patient and keep individuals informed with up-to-date information.

According to Precina, in a pilot study, Agentforce and Salesforce technologies helped them reduce the average blood sugar levels of 50 patients in Rural Louisiana from 9.6 to 6.4 (measured via an A1C test) in just twelve weeks.

Most importantly, Agentforce’s scalability means that Precina can now deliver its AI-powered support to millions of people faster and more efficiently than ever before.

3. Wiley Boosts Self-Service Efficiency with Agentforce

Another amazing Agentforce case study comes from Wiley, a publisher and leader in the world of research and learning.

The company was struggling to handle service call spikes at peak times (such as the start of a new semester), which placed extreme pressure on agents.

So, the company created AI-powered agents that can help customers resolve issues on their own – even faster than the organization’s previous chatbot.

Wiley says Agentforce has increased self-service results and efficiency by over 40 percent and has achieved a 213 percent ROI from its Service Cloud integration.

The generative AI capabilities in Agentforce have also boosted agent productivity, helping service reps draft personalized contextual responses.

Wiley is even piloting a new “prompt builder” which allows employees to finish tasks faster with AI with trusted, reusable prompts.

Plus, Wiley is using automation tools to enhance incident tracking and monitor service trends.

4. The Adecco Group Transforms Recruitment with Agentforce

The Adecco Group is one of the largest talent solutions companies in the world, responsible for placing one million people a day into countless different roles.

As efficient as Adecco’s team is at recruitment management, human beings can only handle so many tasks and requests per day.

That’s why Adecco turned to Agentforce, to create autonomous agents capable of handling all kinds of administrative work.

Agentforce agents can sift through resumes automatically, create shortlists, and manage end-to-end screening processes. The agents can even notify candidates who don’t make shortlists and suggest alternative roles that are better suited to their profiles.

Just like the companies in the other Agentforce case studies we’ve mentioned so far, Adecco is also looking for new ways to use the platform to create agents for other tasks.

For instance, they’re looking into using Agentforce to create more intuitive job descriptions and boost candidate engagement.

Adecco is even exploring ways to allow recruiters to customize their own agents for specific tasks and unlock more benefits from the connected tools in their ecosystem, like MuleSoft and the Salesforce Data Cloud with Einstein AI.

5. Accenture Uses Agentforce to Enhance Efficiency

Finally, Accenture, one of the world’s leading professional services companies, was the organization behind one of the first Agentforce case studies highlighted by Salesforce at their Dreamforce event.

The firm is taking advantage of the agentic AI capabilities of Agentforce to create that can summarize meetings, help teams align around complex tasks, and reduce the amount of time staff members spend on repetitive processes.

In doing so, Agentforce agents act as always-on assistants for staff members, integrated into the company’s “Slack” channels.

Within Slack, Agentforce agents can immediately surface information about products and customers, help staff members plan their week, adjust their schedules, and identify priorities.

Accenture’s agents can also understand the context of user calendars and give team members proactive advice on how to manage customer interactions.

It can even help staff members rapidly transform reports and data into assets they can use for sales and customer service tasks.

Plus, it can upgrade CRM and knowledgebase information on behalf of teams, helping them to spend more time on value-added tasks.

Learning from the Top Agentforce Case Studies

The Agentforce case studies above demonstrate the incredible potential of agentic AI in the workplace.

Not only are companies using autonomous AI to transform customer interactions and enhance service experiences, but they’re leveraging these tools to make teams more efficient, productive, and creative in their day-to-day work.

These case studies highlight the true opportunities offered by autonomous agents. After all, such AI agents aren’t here to replace human beings; they’re here to revolutionize the way we work.

 

 

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