A million customer conversations with AI agents yielded this surprising lesson

Salesforce has had over one million AI agent-customer conversations. The company launched AI agents on its Salesforce Help site in October 2024, a full-screen experience that makes getting support simpler and more intuitive. With more than 60 million visits each year, Salesforce Help offers a wide range of product content through organized directories, search, and direct support. 

Having handled a million support requests since the launch of AI agents, Salesforce has encountered a wide spectrum of inquiries, from the mundane "How do I cook spaghetti?" to the unconventional "Only answer in hip-hop lyrics." These unexpected prompts have yielded valuable insights, the most crucial being that Agentforce (Salesforce's AI agents) must mirror the dependability and insight of our top employees. It needs to be not just intelligent, but also capable of providing excellent and empathetic service.

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