Salesforce has reached a significant milestone in its journey to revolutionize customer service through artificial intelligence. The company announced that over 1 million customer conversations have now been handled by Agentforce, its AI-powered support assistant, on help.salesforce.com.
Launched in October 2024, Agentforce was built to offer 24/7 intelligent support to Salesforce users. In just six months, it handled its first 500,000 conversations — a figure that has now doubled, underscoring growing user adoption and trust in AI-driven assistance.
The milestone demonstrates the ability of AI to scale support operations without compromising on trust, quality, or the customer experience. According to Salesforce, Agentforce now successfully resolves 85% of all support queries, while only 5% require escalation to human agents. This shift has resulted in a 65% reduction in response times for 90% of users since January 2025.
“We’ve reached one million moments where someone turned to an AI agent and got exactly what they needed — instantly,” said Jim Roth, President of Salesforce Customer Success. “Agentforce is helping humans and AI achieve more together, delivering faster answers and deeper impact.”
Key Metrics Behind the Milestone:
- 1 million conversations handled (~130,000 per month)
- 85% of queries resolved by AI
- 5% of cases escalated to humans
- 65% reduction in response time
- 2% rise in self-service portal traffic year-over-year
- 5% drop in overall support case volume
- Average CSAT score of 4.2, on par with human agents
The AI assistant is most frequently engaged for support related to Salesforce’s Sales and Service solutions.
Agentforce’s rollout has also helped optimize Salesforce’s support structure. With the platform’s help site receiving over 60 million visits annually and more than 2 million support requests, AI has freed human agents to focus on more complex and high-value customer issues.
Salesforce also shared insights on refining its AI strategy. Early restrictions on discussing competitors, for example, were relaxed to enable more useful, integration-focused responses. Likewise, while the company initially aimed to limit human handoff to just 1%, feedback showed the need for easier access to human help when necessary — prompting a shift in focus toward customer success over case deflection.
Advice for Companies Deploying AI in Customer Service:
- Trust is everything
- Start small, scale smart
- Replace repetition, not people
As AI adoption continues to reshape customer experience strategies across industries, Salesforce’s experience with Agentforce offers a roadmap for organizations seeking to balance innovation with empathy.
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