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Break Through the AI Adoption Wall in Support
Discover how Salesforce Support teams pair Agentforce with Service Cloud to break through AI adoption barriers — embedding AI into everyday work to drive real results.

, Business Process & Tools Manager, Salesforce

, Director, Product Management, Salesforce

, Sr. Director, Business Process & Tools, Salesforce

Product: Success Plans, Agentforce
Role: IT Business Leader, Operations
Topic: Salesforce on Salesforce
Session Level: Beginner
Session Format: Theater
  • Wednesday, Sep 1610:30 AM - 10:50 AM PDT
    (5:30 PM - 5:50 PM GMT)
    Moscone North, LL, Campground, Theater 1
    FIRST COME FIRST SEATED
Session Summary: This session explored how Salesforce is leveraging AI to overcome adoption barriers in support processes, focusing on people and process challenges rather than technology alone. With insights showing that 50% of generative AI proof of concepts fail due to unclear business value and weak change management, Salesforce introduced Agentforce, an AI-powered solution embedded in Service Cloud that automates tasks, streamlines diagnostics, and improves workflow management. By embedding unified summaries, guided resolutions, and predictive case closure actions into the support lifecycle, Salesforce has achieved remarkable results, including a 17% reduction in resolution time, 2.7 million annual automated actions, and a 97% satisfaction rate with the AI agent. This transformative approach not only enhances efficiency but also drives adoption by seamlessly integrating AI into engineers' workflows, providing measurable outcomes and continuous improvement opportunities.
Key Takeaways:

• Salesforce's AI-driven support innovations, such as Agentforce, have reduced resolution times by 17% and saved engineers up to 60 minutes per case through automation and predictive tools.

• Unified summaries powered by Agentforce synthesize customer interaction data from multiple channels, cutting context-gathering time from 30 minutes to under a minute and improving customer satisfaction.

• By embedding AI capabilities into Service Cloud and leveraging trusted data, Salesforce ensures scalable adoption, achieving 2.7 million automated actions annually and transforming support processes.

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