Salesforce Agentforce
5 use cases using this technology
Volkswagen Group standardises CRM on Salesforce across 10 of 52 markets, cutting case resolution 30%
Volkswagen Group
Volkswagen Group, whose brands (Volkswagen, Audi, ŠKODA, SEAT/CUPRA, Volkswagen Commercial Vehicles) previously ran disconnected customer systems, built a unified CRM approach on Salesforce's Headless 360 platform, using Marketing Cloud, Sales Cloud, Service Cloud, Data 360, Tableau and MuleSoft. Standardizing the tech stack let Volkswagen roll out to 10 European markets within two years and reach 52 countries at retail level for aftersales; giving service reps a unified view of customer and vehicle history has sped case resolution by 30%. Volkswagen Group is now planning to layer in Agentforce, Salesforce's agentic AI layer, aiming to personalize interactions across the customer journey and hand off complex cases to human reps with full context, governed by the Einstein Trust Layer.
Datasite's Agentforce resolves 70% of dealmaker chat inquiries autonomously
Datasite
Datasite, an M&A SaaS platform used by over 1.8 million dealmakers across 180 countries, deployed Salesforce Agentforce to replace its Einstein chatbot for customer chat support. Agentforce pulls answers directly from Datasite's knowledge base of over 2,000 articles, transfers cases to live Assist team members with a chat summary when needed, and understands natural-language queries in multiple languages. Datasite expects Agentforce to resolve 70% of incoming chat queries, 20% more than the prior Einstein chatbot's 50%.
Safari365 boosts internal efficiency 30% with Salesforce Agentforce AI agents
Safari365
Safari365, a bespoke African safari travel company, deployed Salesforce Agentforce AI agents to automate low-value, repetitive tasks such as reconfirming supplier bookings and generating personalized 'day notes' for customer itineraries. The company started with internal-use agents built with human-in-the-loop oversight, iterating using the Agentforce Testing Center. Impact included a 30% increase in internal efficiency, quotes delivered in 30 minutes versus 2-3 manually generated per day previously, and a six-week time-to-value from signing to live deployment.
Nexo resolves 62% of customer inquiries with Salesforce Agentforce
Nexo
Digital assets wealth platform Nexo deployed Salesforce Agentforce across its app and website to handle more than 20,000 complex customer inquiries a month requiring real-time financial data and jurisdiction-specific knowledge. Agentforce now autonomously resolves 62% of cases, saving 2,600 hours of manual work, and hands off unanswerable questions to human reps. Nexo built separate global and UK sandboxes to test jurisdictional compliance and created a custom object to translate crypto-specific terms for regulatory accuracy.
Wiley boosts service efficiency with Salesforce Agentforce
Wiley
Publisher Wiley uses Salesforce Agentforce alongside Service Cloud and Einstein AI to manage customer service, letting AI agents resolve common issues like password resets and account access so human reps can focus on complex cases. Agentforce improved case resolution by over 40% compared to Wiley's previous chatbot, helped onboard seasonal agents 50% faster, and delivered a 213% return on investment with $230,000 in annual cost savings.