Agentforce

Agentforce is Salesforce's AI agent platform that delivers 24/7 autonomous support at enterprise scale across customer service, contact center, field service, employee service, and sales use cases, built on the Atlas Reasoning Engine and configurable via the low-code Agent Builder. Over 18,000 companies run on Agentforce.

Official product page

10published use cases

5industries

6countries on record

Agentic AI

top AI capability

Evidence mix: High 10 · Medium 0 · Low 0 — bands are computed from each record's evidence signals.

Industry

Country

10 use cases

Financial ServicesConversational AIAgentic AI

Absa Group deploys Agentforce to double contact center productivity and speed debit order reversals 88%

Absa, South Africa's #2 bank serving 10 million customers across 15 African countries, deployed Salesforce Agentforce with Data 360 to replace a menu-driven chatbot with a conversational assistant that guides business banking customers through loan options, account questions and application forms. Absa expects the deployment to double the impact of its 5,000 contact center reps, cut debit order reversal handling from 30-45 minutes to under 5 minutes (an 88% speedup), and automate up to 50% of fraud-related service requests.

Absa Group· South AfricaAgentforce · Salesforce Data 360 · Financial Services Cloud +1

RetailConversational AIAgentic AIGenerative AI

Pandora Builds AI Shopping Agent Gemma and Service Agent Clara with Agentforce

Jewelry brand Pandora built two Agentforce AI agents: Gemma, a personal shopper that reasons across Commerce Cloud order history, Bloomreach recommendation data and Databricks insights via Data 360 to make tailored jewelry recommendations in a warm, in-store-like tone, and Clara, a customer service agent built with Salesforce Professional Services and Publicis Sapient that answers "Where is my order?" requests and FAQs, deflecting 60% of cases.

Pandora· DenmarkAgentforce · Data 360 · Commerce Cloud +2

RetailConversational AIRetrieval-Augmented GenerationAgentic AI

Euronics Italia's AI Agent Ronics Lifts Conversion Rate 53% with Agentforce

Euronics Italia, part of the largest group of European consumer electronics retailers, built Ronics, an Agentforce AI agent that connects to its 26,000-SKU catalogue in Data 360 to answer appliance questions in natural, conversational Italian, suggest and compare products, and recommend replacements, bringing its in-store expertise to online shopping and lifting conversion rate by 53%.

Euronics Italia· ItalyAgentforce · Data 360 · Agentforce Commerce

Travel & HospitalityAgentic AIConversational AIGenerative AI

Finnair's AI Agent Sisu Resolves 80% of Customer Service Chats with Agentforce

Finnair built Sisu, an AI agent powered by Salesforce Agentforce, to instantly answer customer questions about luggage, check-in and flight extras on its website and app, unifying data from Service Cloud, Amadeus reservations and Finnair Plus loyalty details via Data 360, and escalating complex cases to reps with full context, resolving 80% of customer service chat inquiries.

Finnair· FinlandAgentforce · Data 360 · Service Cloud

ManufacturingAgentic AIConversational AI

Siemens cuts lead response time from days to minutes with two Agentforce AI agents

Siemens deployed an engagement agent and a qualification agent on Salesforce Agentforce to handle its thousands of monthly inbound sales leads. The engagement agent sends personalized outreach and follow-up, while the qualification agent gathers budget, authority, need and timeline details through a chat and applies about 50 predefined rules built with Agent Script before routing qualified leads to sellers. The system gives 100% response coverage to roughly 2,500 in-scope leads a month across 132 countries, cutting response time from days to minutes with an 11% engagement rate and 6% qualification rate.

SiemensAgentforce · Sales Cloud · Agent Script +2

Financial ServicesAgentic AIDocument IntelligenceConversational AI

CaixaBank unifies customer data with Salesforce Data 360 and Agentforce to cut support response time

CaixaBank, Spain's leading bank with over 20 million customers, deployed Agentforce and Data 360 on the Salesforce Platform to unify customer profiles, product data and interaction history across channels for its more than 38,000 employees. On its remote support team of 300+ employees, Agentforce streamlines call preparation with on-demand insights so managers can connect customers with a manager within two minutes, and intelligent document processing that previously took three to four months to build on another platform took about half an hour to build with Salesforce's Prompt Builder.

CaixaBank· SpainAgentforce · Salesforce Data 360 · Prompt Builder

Technology & SoftwareAgentic AIConversational AIRetrieval-Augmented Generation

Agentforce on Help Handles Over 2 Million Conversations

Salesforce built Agentforce on Help, an AI agent on its Help site that answers customer service questions in natural language grounded in unified Data 360, using the Atlas Reasoning Engine to classify intent and orchestrate prompts and LLM calls. The agent has handled more than 2 million conversations, freeing human support engineers for complex issues. Its Japanese-language launch facilitated more than 50,000 conversations with a 77% resolution rate, and the agent now supports French, German, Italian, Japanese, Portuguese, and Spanish without human translation.

Salesforce· United StatesAgentforce · Data 360 · Atlas Reasoning Engine +1

Technology & SoftwareIntelligent AutomationRecommendation & Personalization

Trustpilot boosts win rates 36% and reduces support backlog by 99% with Agentforce

Trustpilot became an Agentic Enterprise with Salesforce, using Agentforce and Data 360 to automate support and deflect cases, boosting win rates by 36%, reducing support backlog by 99%, and unifying customer data, engagement signals and account history for prioritizing prospects.

TrustpilotAgentforce · Data 360 · Slack

Technology & SoftwareAgentic AIConversational AI

How Salesforce Deployed Agentforce to Answer Questions and Capture Leads on Their Website

Salesforce deployed Agentforce, agentic AI powered by Data 360, on salesforce.com to answer visitor questions instantly, grounded by more than 2,000 web pages and 400 product records, and to capture leads for Sales Cloud when visitors want to talk to sales. Since launching in February 2025, Agentforce has handled over 100,000 conversations, supports 11 languages, generated more than 30,000 new leads, and reduced time to qualify opportunities by 40% year over year.

SalesforceAgentforce · Data 360 · Sales Cloud +2

Financial ServicesAgentic AIConversational AIRetrieval-Augmented Generation

Nexo uses Agentforce to increase autonomous crypto customer support resolution by 70%

Nexo, a digital assets wealth platform serving over 7 million customers across more than 200 jurisdictions, built an Agentforce service agent to provide 24/7 FAQ support. Since launch, Agentforce has resolved 91,400 chats, a 70% increase in autonomous case resolution, saving Nexo's client care team 2,600 hours of manual work. Data 360 grounds responses in real-time data including LTV ratio tables pulled via a custom API, and Agentforce hands off to a human when a customer asks about a specific transaction to meet compliance requirements.

NexoAgentforce · Data 360 · Sales Cloud +3