Salesforce Inc. is imbuing its 16-year-old Service Cloud with artificial intelligence agents in a new suite designed to deliver what executives described as a “conversation-first, agent-first” ...

Since January the use of AI agents for customer service tasks has exploded by a compound annual growth rate of 2,199%, according to a new report by Salesforce. The number of agents available has more ...

Even though Salesforce is investing heavily in agentic AI, executives recognize the limitations of the technology. The large language models that power the technology can’t achieve 100% accuracy, ...

One of life’s many irritations is calling a service number, reciting account details with a reason for calling to a chatbot, and then being transferred to a human agent and having to repeat everything ...

Salesforce announced Agentforce Voice, a feature that allows companies to have artificial intelligence agents answer customer service calls. The Agentforce product, which also includes text chat, now ...

The new platform packages Salesforce’s AI and developer tools into a headless, API‑driven layer designed for software agents to execute business processes without human interfaces.