Salesforce shares examples of Agentforce in customer service

01 What happened

In examples published by Salesforce, companies describe using AI agents in customer service alongside staff support and model controls. The reported outcomes come from the companies themselves.

02 Key details

• Canada Goose says Agentforce autonomously resolves 89% of routine messaging inquiries and 15% of calls.
• AT&T uses check-in details from its retail app to brief retail experts with customer context before they connect. Salesforce says this requires upfront investment in data quality and governance.
• Sammons Financial Group says it ran more than 200 guardrails and tests before launch, prevented the model from learning from live conversations to limit drift, and added a supervisor agent with a kill switch that checks calls against CRM values.
• Southwest Airlines uses real chat data, rather than internal guesses, to prioritize future deployments. A company manager reports CSAT improving week over week as new capabilities are introduced.

03 Why it matters

The examples show how service automation can involve staff preparation and controls on model behavior. The results are company-reported; the material provides no methodology or baselines and does not independently verify them.

04 Who it matters to

Customer service leaders, customer service implementation specialists and AI implementation leaders.