Salesforce has earned its reputation as an agentic AI pioneer with the launch of Agentforce.
The platform offers businesses a place to build autonomous AI agents that complete tasks within and beyond the Salesforce environment.
Now named a "Digital Labor Platform", it sparks the beginnings of a human and AI hybrid workforce.
That idea has sparked significant interest. Indeed, 8,000+ businesses have kick-started their Agentforce journeys, including many household-name brands.
But how exactly are they leveraging Agentforce? These ten case studies shed light on the possibilities.
1. AAA Delivers "Always-On" Support with Agentforce
The American Automobile Association (AAA) is one of the biggest roadside assistance companies in the world, serving more than 60 million members across the US and Canada. The company knows its customers appreciate quick, proactive, and supportive service.
That’s why AAA Washington used Salesforce Agentforce to create an autonomous agent capable of answering customer support requests.
Yet, that's not all. The company also utilized the platform to proactively inform clients about roadside updates and to offer personalized product recommendations.
On the latter, Agentforce considers a person’s account and immediately identifies potential products or services they might be interested in, such as a safe driving school subscription.
Lastly, according to AAA, Agentforce is also part of an "absolute augmentation strategy" intended to make human agents more efficient and effective.
With the AI agent handling things like insurance recommendations and common requests, human professionals can focus on spending more "quality time" with customers when they need it most.
2. Precina Health Strives to Save More Lives with Agentforce
Precina Health, a healthcare innovator, leverages AI to improve care for patients with diabetes and other chronic diseases.
When it comes to impressive Agentforce case studies, Precina’s story highlights just how valuable AI agents can be in transforming client lives and improving service outcomes.
For starters, the company has developed a Sales Coach, customizing a pre-built autonomous agent offered by Salesforce.
The Coach automatically reaches out to providers, creating awareness like a sales development rep would. From there, it offers to book an appointment with a Precina Health team member, so providers can learn how to refer patients to the business.
Additionally, Agentforce supports the clinicians in improving their communication with patients, offering feedback and generating conversation summaries to guide their growth.
According to Precina, in a pilot study, Agentforce and adjacent Salesforce technologies have helped them reduce the average blood sugar levels of 50 patients in Rural Louisiana from 9.6 to 6.4 (measured via an A1C test) in just twelve weeks.
3. Wiley Smooths Peaks in Customer Service Demand with Agentforce
Another transformative Agentforce case study comes from Wiley, a publisher and leader in the research and learning world.
The company struggled to handle service call spikes at peak times (such as the start of a new semester), which placed extreme pressure on human service agents.
So, the company created AI-powered agents that help customers resolve issues independently, much faster than the organization’s previous chatbot.
Indeed, Wiley says Agentforce has increased self-service results and efficiency by over 40 percent and has achieved a 213 percent ROI from its Service Cloud integration.
Agentforce has also boosted agent productivity, helping service reps draft personalized, contextual responses to customer queries.
Yet, most interesting is how Wiley has integrated Agentforce at key points along the customer journey, giving users access to immediate, personalized, and dynamic support when they might need it most. In doing so, they brand may help navigate customers around common pain points.
4. The Adecco Group Transforms Recruitment with Agentforce
The Adecco Group is one of the largest talent solutions companies in the world, responsible for placing one million people a day into countless different roles.
Yet, as adept as Adecco’s team is at recruitment management, human beings can only handle so many tasks and requests per day.
That’s why Adecco turned to Agentforce to create autonomous agents capable of handling various administrative tasks.
As such, it developed agents that sift through resumes automatically, create shortlists, and manage end-to-end screening processes. They can also notify candidates who don’t make shortlists and suggest alternative roles better suited to their profiles.
However, Adecco is also looking for additional ways to use the platform, create more agents, and unlock new efficiencies.
For instance, it's considering using Agentforce to create more intuitive job descriptions and boost candidate engagement.
Additionally, Adecco is exploring ways its partners to customize their own agents. It's also evaluating how it can automate cross-system workflows, leveraging connected tools in the Salesforce ecosystem and beyond.
5. Accenture Uses Agentforce to Boost Team Collaboration
Accenture, one of the world’s leading professional services companies, was one of the first Agentforce customers Salesforce unveiled at its 2024 Dreamforce event.
Since then, the firm has taken advantage of Agentforce to create agents that summarize meetings, align teams around complex tasks, and reduce the time staff members spend on repetitive processes.
In doing so, Agentforce agents act as always-on assistants for staff members, integrated into the company’s Slack channels.
Within Slack, Agentforce agents can immediately surface information about products and customers, help staff members plan their week, adjust their schedules, and identify priorities.
Accenture’s agents can also understand the context of user calendars and give team members proactive advice on managing customer interactions.
It can even help staff members transform reports and data into assets they can use for sales and customer service tasks.
Plus, Agentforce is helping Accenture upgrade CRM and knowledge base information, helping them spend more time on value-added tasks.
6. Saks Turns Service Reps Into Stylists with Agentforce
For Saks, delivering luxury goes beyond selling high-end products. It’s all about creating meaningful moments that customers remember, offline and online.
