Salesforce: chat/service agents
Agentforce service agent on Salesforce's help site handles support requests, with lessons on tone (added empathy), loosening over-strict competitor guardrails, and cleaning conflicting knowledge articles.
Industry: Enterprise software (B2B)
Tools named: Salesforce Agentforce, Data Cloud
Reported results (as quoted): "our service agent has handled 1.5+ million support requests on our help site, the majority of cases without humans."
Note: Drug Discovery & Development (2026-01-05) notes Salesforce cut support headcount by roughly 4,000 in 2025.
Source
Company: Salesforce · Customer case study · https://www.salesforce.com/news/stories/first-year-agentforce-customer-zero/ · Published Sep 18, 2025
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