This week news of a major milestone for Salesforce and AI powered customer service was announced.
Over 1 million customer conversations have now been handled by Agentforce on help.salesforce.com.
That’s one million moments where someone turned to an AI agent and got what they needed, instantly.
This milestone shows that AI-powered service can scale without compromising trust, quality, or the customer experience. And the data tells the story: Agentforce on Salesforce’s help site now resolves about 85% of support requests, delivering faster answers and fewer delays.
In fact, 65% reduction in response time for 90% of users since Jan ‘25 Self-service portal traffic is up 2% year-over-year, showing more customers are turning to help.salesforce.com as their first stop.Support case volume is down 5%, which means Agentforce is resolving more issues before a case needs to be opened.
Key Stats:
1M agent conversations – ~130k / month
Agents resolve 85% of all customer queries
Only 5% of queries are escalated to a human
65% reduction in response time for 90% of users since Jan ‘25
Self-service traffic is up 2% (showing customers turn to Salesforce help as first stop)
Support case volume is down 5% (Agentforce resolving more issues before a case needs to be opened)
Agent interactions have CSAT score of 4.2 — on par with human service
Agent conversations are mostly related to Sales and Service.
Key Messages/Takeouts:
Salesforce help site gets 60M visits each year, with our support team receiving over 2M support requests.
In October, we added Agentforce to the Salesforce help site to give our customers 24/7 AI-powered support.
In the first 6 months, agents handled 500k conversations – and today, agents have handled 1M conversations with our customers.
Agents now resolve 85% of all customer queries – and just 5% are handed off to humans.
Customers are getting the answers they need faster, and our support teams are able to focus their time on the most complex customer engagements.
Reaching 1M didn’t happen overnight.
How restrictive to be. Early on, we instructed Agentforce not to discuss competitors but that blocked answers about key integrations we have. We learned the best approach was to “coach” Agentforce with higher level guidance – like “put Salesforce’s best interest in everything you do.” Trust that agents can understand nuance.
People still want humans. Initially, our goal was to get human hand-off rates down to 1% but the feedback was startling – we’d made it too difficult for customers to reach a human when they truly needed to. Our focus now is on customer success, not case deflection.
Three tips for other companies looking to deploy AI for customer service:
Trust is everything
Start small, scale smart
Replace repetition, not people
For more insights, here is a post from Jim Roth, President of Salesforce Customer Success, on how Agentforce is revolutionising customer support – handling 1 million+ requests and counting.
Discover how Agentforce helps humans and AI achieve more together, helping to deliver faster answers and deeper impact.
