Jumping in to the agent-first Customer Service era with Agentforce - a vendor and a customer perspective

A couple of weeks ago Salesforce launched Agentforce 3 to provide fast time to value and help to answer ROI questions about agentic AI. As the software evolves at pace, Salesforce itself is jumping feet first into the agent-first Service era, convinced that there is a huge opportunity for Agentforce to create a more proactive experience for customers wanting to resolve issues or get some education on a new feature.

Salesforce customer, 1-800 Accountant also thinks agentic AI is providing customer service improvements for its business. Here’s what they both had to say.

Customer Zero

Salesforce is of course its own 'Customer Zero' and it has a large vested interest in Agentforce adding value to the customer service it provides. Speaking with analysts, Bernard Slowey, SVP Digital Customer Success, at Salesforce, explained that most self-service customer journeys for Salesforce customers start on Google and then land on Salesforce’s ...