Miguel, Salesforce's Chief Revenue Officer, explains why companies should start with AI agents in customer service. Salesforce handles 100 million website visits yearly but users waste time browsing 700,000 knowledge base articles. Agent Force answers questions instantly and hands off to humans without losing context, making service the highest-ROI entry point for AI.
And as a CRO of this company, when I meet customers and I meet customers every day, the question that I get is, okay, Miguel, this is all good. I mean, you guys are doing a lot of things, but where do I start? The answer is start with service. Why service? Because you all have customers, you all have employees, you all need to answer the question. They have needs, they have questions, and this has a big ROI. So bring agentic service to all your channels, your website, all your surfaces, your phone line, your apps, anything. Bring it there. That's what we did. We started about 18 months ago, 2 years ago. We brought this help agent, Agent Force. We brought it to our website. This is for the technical support. We receive nearly 100 million visits a year. And we channel all of them through help@help.salesforce.com. The experience there wasn't great before. You would go there, you would try to browse through hundreds of pages. Then you would have to find the knowledge article that answers your question. We have— anybody knows how many knowledge articles we have? Okay, this is not a Q&A, but we have 700,000 knowledge articles. Okay? So to find the right one for you is pretty daunting. And if you couldn't find the information, you would— there was a button on the page, you would click the button, it would open a case, and then that case would go into a routing engine. And if you're lucky, you get a callback from a human after a few days. That was not a great experience. By the way, this is the experience that most companies have today. What we did now, if you go to our website, help.salesforce.com, you're greeted by a help agent, Agent Force. It asks you, what do you need? What do you want? You tell, you type. For now, you type and you say, well, I need this and that. The agent does everything for you within seconds, gives you the answer. If the agent cannot give you the answer, no problem. And this is a difference between— I mean, everybody has now an agent on the website. Our agent not only understands you, if you are authenticated, knows everything about you, but also if it doesn't get the answer, hands you off immediately to a human preserving the whole context of that conversation so that you don't have to explain everything again to the human what happened.
