Salesforce aims to shake up IT service delivery with AI agents

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” experience.

The company is positioning Agentforce IT Service as an evolution from ticket-based information technology service management to an interactive dialogue with autonomous resolution built into widely used collaboration tools such as its Slack platform and Microsoft Corp.’s Teams.

https://siliconangle.com/2025/10/09/salesforce-aims-shake-service-delivery-ai-agents/