Agentforce Voice answers the phone 24/7 with AI voice assistance in a range of conversational voices. AI agents use trusted enterprise data to handle routine tasks and calls with context, empathy, and flexibility. When they can't resolve an issue, the conversation seamlessly transfers to a human rep with a brief conversation summary from the AI agent, so they can resolve the issue right away.

Service Cloud enables human reps to deliver personalized, efficient service with AI reviewing the real-time transcript to suggest next best actions and knowledge recommendations. Real-time sentiment and customer satisfaction monitoring gives reps instant feedback, while assistive AI provides workflows, fast answers, easy options to personalize each conversation, automated call summaries, and schedules follow-up.

Assist supervisors with management of both AI agents and humans together. Automated, personalized action plans for reps help supervisors improve coaching and team performance. Dashboard insights and trends help track key metrics such as customer satisfaction, rep performance, and self-service containment so that supervisors can focus on efficient operations and share results with managers.

Get on the phones faster with out-of-the-box telephony integration with Amazon Connect or a range of partners on theSalesforceAppExchange. Embed the phone into your digital channels in Service Cloud to provide a holistic view of your customer conversations. Connect your customers to the right service rep at the right time and give your teams all the context they need to assist customers faster than ever.

Don't put your customers on hold. Meet them on their preferred channels from your website, mobile app, SMS, WhatsApp, Facebook Messenger, and more. Provide your service reps with a unified customer view across your phone and digital channels to make it easy for your service teams — and your customers.

Launch AI-driven recommendations with real-time transcriptions that free up service reps to focus on the customer. Improve Customer 360 and insights with the ability to analyze voice conversations in the context of CRM data — driving next best actions to help customer service teams resolve cases faster. At the end of the call, wrap up with conversation summaries based on customer intents and sentiment.

Open opportunities with AI assistance for service and sales reps that suggests upsell or cross-sell options across voice and messaging. Create workflows with renewal reminders or proactive outreach for new customers. Reduce manual work with automated lead tracking and conversation summaries.

Call customers from a trusted phone number so they know it’s really you. Let them reconnect with the same representative each time, so they get consistent, personal service that helps build trust and loyalty.

Understand customer purchase history, where they are in their buying journeys and whether they are happy with your brand. Use Customer 360 data with out-of-the-box dashboards to monitor customer sentiment and churn risk so that reps can proactively reach out to help resolve issues, offer loyalty discounts or extend renewal deadlines.

Deliver smarter service by capturing and analyzing customer signals, sentiment, and feedback. Spot issues early, close knowledge gaps, and generate guidance for reps and leaders. By combining engagement history and survey data across channels, your team can fix problems fast, personalize every interaction, and boost productivity and CSAT with the data you already have.

Get a real-time, holistic view of contact center performance across all channels — including phone. Give your managers insights into customer satisfaction, revenue, customer retention, customer effort score, or service-level agreement (SLA) performance to identify strengths and areas to improve. Contact Center Analytics also helps you keep an eye on call volumes, wait times, and handle times with real-time queue management.

Boost CSAT, NPS, and lifetime value with AI-powered surveys across every channel. Automate feedback capture at key moments like onboarding, adoption, and renewals, and adapt questions in real time. Track sentiment across the journey with prebuilt dashboards to spot trends, improve productivity, and act faster. Analyze feedback by channel, location, or industry to uncover needs, raise response rates, and maximize ROI.