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Salesforce used AI to cut support load by 5% — but the real win was teaching bots to say ‘I’m sorry’
Salesforce reached 1 million AI-powered customer conversations, showcasing breakthroughs in enterprise automation, AI empathy, and next-generation customer service.
This methodical approach — starting with a controlled rollout before expanding to handle the current average of 45,000 conversations weekly — stands in stark contrast to the “move fast and break things” ethos often associated with AI deployment. Unlike traditional chatbots that rely on decision trees and pre-programmed responses, Agentforce leverages Salesforce’s Data Cloud to access and synthesize information from 740,000 pieces of content across multiple languages and product lines. The company took its existing soft skills training program for human support engineers—what they call “the art of service” — and integrated it directly into Agentforce’s prompts and behaviors.
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