Salesforce proves empathy at scale beats pure automation

Salesforce’s Agentforce has handled over 1 million AI support chats from its customers in the past nine months, resolving 84% of queries and cutting customer support case volume by 5%. 

The impact on business? About 500 Salesforce support engineers were reassigned to higher-value service roles, per VentureBeat.

Salesforce scaled from 126 weekly AI conversations in English to 45,000 weekly AI conversations in six languages. The company used a phased approach—identifying and fixing critical AI issues before they could permeate the broader customer base. 

https://www.emarketer.com/content/salesforce-proves-empathy-scale-beats-pure-automation