Salesforce Help gets over 60 million visits annually from customers in need of assistance. Despite the site's effectiveness, our support team still receives around two million support requests each year. We launchedAgentforce on our Help site as a new AI-powered service channel to help customers find answers faster and to deliver a better experience.
Agentforce delivers highly relevant, personalised responses to customer inquiries by leveraging customer history and product usage data grounded inData 360. Agentforce can autonomously manage routine tasks that previously required human intervention. This allows our support team to focus on more complex and high-touch support requests, and more importantly, helps our customers benefit from faster and more efficient help.
We launched Agentforce with a pilot programme, initially opening it to just 200 authenticated users within a four-week period. The initial success was promising, and we gradually expanded the Agentforce experience to a broader audience. Agentforce now resolves more than 68% of conversations, supporting customers in different languages across the world, and recently passed a major milestone: over two million handled on Salesforce Help. Each request represents a moment where AI made it easier for someone to get help, quickly and accurately.
Agentforce continues to manage tens of thousands of conversations every week, helping us deliver faster resolutions and better service at scale.
* Agentic Support Services: Benchmarking Enterprise Software Customer Help, a commissioned study by Futurum on behalf of Salesforce, August 2025
How does our Agentforce perform?Take a look.
We're sharing the weekly performance metrics of our own customer service agent because we believe in full transparency.
