Salesforce Launches Agentforce for Communications to Transform Telecom Interactions

Salesforce has unveiled Agentforce for Communications, a suite of AI agents tailored to the telecommunications industry that aims to turn every customer interaction into a revenue opportunity.

Built on Salesforce’s Agentforce 360 platform, the new prebuilt agents tap into real-time CRM, business support and operational support systems to help sales, service and field teams work more efficiently and drive new revenue streams.

“With Agentforce for Communications, we’re helping telecom companies work smarter by connecting every part of their business, from sales to customer service to field operations, with AI agents that work 24/7 alongside human teams," David Fan, SVP & GM, Communications, Salesforce, said.

The solution includes specialised agents for billing resolution, guided selling, quoting and more, enabling AI to handle routine tasks and free human employees to tackle higher-value work.

“Our AI assistant uses real-time data to handle everything from balance inquiries to plan switches, resulting in a 4x increase in engagement over traditional digital and physical channels,” said Summer Collins, Chief AI & Data Director at One NZ, one of the early adopters of the technology.

Telecom customers have reported significant gains. Lumen Technologies says Agentforce has reclaimed more than 300 hours of productivity weekly, allowing teams to focus on innovation rather than manual tasks, while Argentina’s Telecom Argentina S.A. unit Personal said AI agents have reduced support calls and boosted operational efficiency.

“Agentforce is the engine reclaiming more than 300 hours of productivity for our teams every week, allowing us to pivot from managing manual complexity to focusing entirely on revenue-generating innovation,” Ryan Asdourian, EVP & Chief Marketing & Strategy Officer, Lumen Technologies, said.

Salesforce said the new telecom-specific agents aim to help carriers reduce churn, resolve issues proactively and capture upsell opportunities — making everyday interactions more productive and profitable in a competitive market.

Salesforce’s Agentforce enables a self-healing telecom experience, resolving billing and service issues proactively while freeing employees for high-value work.

Prebuilt agents handle billing disputes, SLO compliance insights, complex quoting, multisite configurations and guided upselling, replacing manual processes with real-time intelligence that improves accuracy, accelerates sales and boosts customer satisfaction and revenue growth.

"Whether it’s resolving billing disputes, managing subscriptions, or accelerating complex B2B quotes, we’re enabling telecom companies to compete in the AI era by improving efficiency, driving growth, and freeing teams to focus on what matters most,” Fan added.

Salesforce recently said it has closed 29,000 Agentforce deals in just 15 months since launch, underscoring rapid enterprise adoption of its AI agent platform.