Salesforce AI Agent “Agentforce” Hits 1 mn Support Requests

Salesforce today announced that its AI-powered service agent, Agentforce on Help, has successfully handled over 1 million support requests since its October 2024 launch, marking a major milestone in autonomous customer support.

Developed to answer customer queries on the Salesforce Help site, Agentforce uses natural language to navigate unified data, delivering 24/7 support and ensuring that 85% of routine inquiries are resolved without human involvement.

By managing repetitive questions, the AI agent enables human support engineers to focus on complex, high-value tasks—freeing them up to deepen customer relationships and enhance strategic assistance.

The launch aligns with Salesforce’s “Easy and Expert” vision, combining intuitive design with expert-level knowledge to make every interaction seamless.

“Agentforce is also transforming how our internal teams work. By answering routine and repetitive support questions, Agentforce is freeing up our support and success teams to focus on what they do best: solving complex issues, building deeper customer relationships, and driving long-term value,” Jim Roth, Salesforce President, Customer Success, said in a blog post.

Salesforce reports Agentforce manages tens of thousands of weekly support sessions, deflecting calls, chat transfers, and hold music in favor of instant resolutions.

Recently, the company raised prices by an average of 6% for its Enterprise and Unlimited editions of Sales Cloud, Service Cloud, Field Service, and select Industry Clouds starting August 1.

The company says the price hike reflects growing integration of AI, even as one of its own executives recently admitted that AI agents still fall short on basic CRM tasks.