Learn how Agentforce Voice brings AI-powered voice agents to every channel — from phone to web to mobile — delivering faster, more personalized, and more consistent customer experiences.
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Transform Customer Engagement with Agentforce Voice
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, Product Manager, Salesforce
Role: Executive, IT Business Leader
Product: Agentforce Service, Agentforce
Topic: Agentic AI
Session Level: Beginner
Session Type: Theater
Session Summary: The session introduced Agentforce Voice, a new feature in Service Cloud enabling voice-based interactions with AI-powered agents, which will be generally available in the US and Canada starting next week. This innovation addresses the high cost of telephony-based customer support, which averages $6 per interaction, by automating routine tasks and improving call routing to reduce inefficiencies and enhance first-call resolution rates. By integrating seamlessly with existing telephony systems and Salesforce tools, Agentforce Voice ensures real-time transcription, context sharing, and escalation capabilities, allowing human agents to take over complex cases with full customer interaction history. The feature also supports multimodal experiences, enabling users to switch between voice and chat channels without restarting conversations, thereby meeting modern customer expectations for seamless, 24/7 support across platforms.
Key Takeaways:
• Agentforce Voice enables businesses to deploy AI-powered agents in the voice channel, reducing costs and improving customer experiences by automating common support tasks and optimizing call routing.
• Real-time transcription and integration with Service Cloud provide human agents with the full context of prior interactions, ensuring smooth escalations and quicker issue resolution.
• The feature supports multimodal interactions, allowing customers to seamlessly switch between voice and digital channels, aligning with evolving expectations for on-demand, omnichannel support.
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