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How Salesforce is Transforming HR with Agents
Salesforce HR deflected 75% of support cases and saved 250,000 manager hours. Get the real blueprint — architecture, systems of record, and agent orchestration framework — behind the transformation.

, VP, Employee Success Product Management, Salesforce

, VP Agentic People Experience & Automation Hub, Salesforce

, EVP, Global Rewards & ES COO, Salesforce

Product: Slack, Agentforce
Role: Human Resources
Topic: Salesforce on Salesforce
Session Level: Advanced
Session Format: Breakout
  • Wednesday, Sep 163:00 PM - 3:40 PM PDT
    (10:00 PM - 10:40 PM GMT)
    Moscone West, L3, Room 3020
    FIRST COME FIRST SEATED
Session Summary: The session highlighted Salesforce's transformative journey in leveraging AI and Slack to revolutionize HR operations and employee support. Using tools like Slackbot, Service Cloud, and Tableau, Salesforce has streamlined HR processes by consolidating 150 fragmented workflows into 12 agentic journeys, achieving 97% self-service for 4 million annual HR queries. Key innovations included integrating Slackbot with backend systems like Workday to provide employees with conversational, trusted, and personalized support, while maintaining human oversight for sensitive issues such as mental health and bereavement. The implementation of AI governance ensured ethical and responsible use of AI, and the transformation has created new career opportunities, with over 30% of the HR team moving to new roles since February, including positions focused on knowledge management and agent quality control.
Key Takeaways:

• Salesforce's HR transformation reduced 4 million annual HR queries to only 25,000 requiring human intervention by leveraging AI and Slackbot for 97% self-service efficiency.

• The introduction of agentic journeys and AI-driven tools like Slackbot not only improved employee experiences but also created new roles within HR, with over 30% of employees transitioning to roles such as agent managers and knowledge managers.

• Salesforce's AI governance framework ensured responsible AI use, focusing on embedding ethical practices while driving innovation and enhancing employee support systems.

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