CIO AI
2026-06-25 13:01 UTC
Score 51.0
USR-0125-20260625-global-ai-ne-87f92e58
Full article
Salesforce today announced Agentforce Help Agent, a new pre-packaged service agent that organizations can connect to their knowledge base to provide support to customers and employees across chat, portals, and other digital channels using text or voice. The new agent is also the first offering from Salesforce to feature a new pay-per-resolution model in which organizations only pay when the agent autonomously resolves an issue from start to finish. “It’s a packaged, opinionated solution targeted at the customer service team, built on the Agentforce platform,” said Kishnan Chetan, EVP and GM of Agentforce Service at Salesforce. “Customers pay when their customers’ questions are resolved, i.e., it doesn’t get escalated to human or the customer doesn’t abandon it.” Salesforce built the new service agent on experience from millions of customer service interactions. Chetan noted that tens of thousands of Salesforce customers use Agentforce across sales, marketing, and commerce, but the majority start with service. Salesforce itself has followed that trajectory . Its Help.Salesforce.com service portal has handled 4.3 million customer inquiries since release and has resolved 70% of them. Emphasis on usability and trust Chetan said the team has focused on making the Help Agent easy to deploy, even by business users. Users can enable voice, web, portal, and messaging channels from a single screen, allowing the agent to answer customer questions and manage cases. Users can add additio…