Salesforce is resolving 85 percent of customer queries on its own website with Agentforce, its agentic AI platform, without human intervention, co-founder and chief technology officer Parker Harris said, as reported by CX Today in March 2025. The remaining 15 percent escalate to a human agent because of their complexity, where Harris said the human provides a higher-value interaction.
Harris attributed the results to Agentforce's ability to improve with every customer interaction and its integration within the Salesforce ecosystem. Salesforce's customer data platform takes data, including metadata, from the Salesforce ecosystem and pulls insight from external data lakes and warehouses, connecting systems so that AI agents can perform tasks across the enterprise.
Salesforce was initially cautious about putting Agentforce on its website because of concerns about hallucinations and glitches, but launched it with the aim of learning from real-world use. "So, we went for it! We put it out there, and we made it better each hour," Harris said, explaining that the team can see each interaction, spot problems and fix cases where a customer did not get the right answer. Agentforce now handles over 30,000 conversations a week for Salesforce.
Beyond customer support, Agentforce serves as a virtual coach for 25,000 Salesforce sales representatives, giving real-time guidance; Harris said salespeople are not embarrassed to ask it questions because it is not a human. Among customers, Salesforce said reMarkable automated 35 percent of its contact volume, or 7,350 fewer queries a month.
Details
- City
- San Francisco
- Organization
- Salesforce
- Continent
- North America
- Country
- United States
- Category
- Software