"How is Salesforce's Agentforce transforming customer service, and why are 90% of deployments starting with Service Cloud? In this interview from the Agentforce World Tour in Amsterdam, David Brown discusses real-world implementations, from Heathrow Airport's WhatsApp agent to Simply Health's strategic email automation. Learn about the dramatic channel shift happening in customer service, how AI-assisted agents can easily take the burden off your customer service team, and how to implement Agentforce successfully in your organization."
"In Salesforce, if you look at our Agentforce deployments globally, depending on what month you look at, around 90% of the go-lives of Agentforce use cases start with Service Cloud. It's so tangible, isn't it? People can tend to prove the cost savings quite quickly with service use cases, so we've tended to sign off on way more projects and get more go-lives in the area of service than anywhere else."
Agentforce adoption concentrates in Service Cloud, with about 90% of go-lives starting in service because service use cases show rapid, measurable cost savings. Organizations commonly begin with chatbots that expose FAQ knowledge articles and then expand to advanced deployments such as WhatsApp agents for airports and email automation for insurers. Autonomous AI agents offer multilingual support, reduce routine workload, and accelerate a channel shift toward digital messaging. Successful implementations prioritize trust, accuracy, incremental rollouts, and clear ROI metrics. Service teams increasingly move from handling repetitive tasks to focusing on higher-value, revenue-generating interactions.
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