Salesforce used AI to cut support load by 5% — but the real win was teaching bots to say ‘I’m sorry’

Salesforce has crossed a significant threshold in the enterprise AI race, surpassing 1 million autonomous agent conversations on its help portal — a milestone that offers a rare glimpse into what it takes to deploy AI agents at massive scale and the surprising lessons learned along the way.

The achievement, confirmed by company executives in exclusive interviews with VentureBeat, comes just nine months after Salesforce launched Agentforce on its Help Portal in October. The platform now resolves 84% of customer queries autonomously, has led to a 5% reduction in support case volume, and enabled the company to redeploy 500 human support engineers to higher-value roles.

https://venturebeat.com/ai/salesforce-used-ai-to-cut-support-load-by-5-but-the-real-win-was-teaching-bots-to-say-im-sorry/