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AI for Customer Service & Support

Elevate Customer Service with AI.

Improve your service team productivity and customer experience with AI across every channel and directly in the flow of work. With Service Cloud your AI agent for all service experiences - you can deliver immediate answers and seamless interactions 24/7, grounded in trust.

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Agentforce resolves 85% of Salesforce's customer service requests.

Learn how Agentforce makes self-service support faster and more personalised.

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1M +
support requests solved by Agentforce
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85 %
of customer queries without a human
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65 %
reduction in response time for 90% of users
Explore how Salesforce uses Agentforce

What can service organisations do with trusted AI and Data?

Increase CSAT and productivity with self-service AI agents on every channel, plus AI-generated replies, summaries, answers, and knowledge articles. All powered by your trusted CRM data natively integrated within the Headless 360 platform.

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Deliver instant resolutions across all your channels including voice.

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Launch fast and extend with your preferred tools

Launch Agentforce Help Agent instantly using guided, no-code setups in Salesforce or Slack. For deeper customisation, developers can leverage pre-built skills and advanced coding tools to easily fine-tune agents, accelerating time to value from day one.

Launch fast and extend with your preferred tools [Launch fast and extend with your preferred tools]

Engage customers across channels

Meet your customers wherever they are. Unify search and chat across your channels with Agentforce Help Agent. It adapts instantly to context, responding to and resolving complex customer enquiries in real time.

Engage customers across channels [Engage customers across channels]

Automate with agent actions

Agentforce Help Agent independently triggers complex workflows like scheduling appointments and managing orders. When a case requires expert assistance, the agent seamlessly escalates the issue, passing complete customer context to your service team for a frictionless handoff.

Automate with agent actions [Automate with agent actions]

Align your costs directly to your outcome

Agentforce Help Agents pay-per-resolution pricing model means you only pay for the agent interaction when the customer issue is resolved. No need for complicated consumption forecasting.

Align your costs directly to your outcome [Align your costs directly to your outcome]
Launch fast and extend with your preferred tools [Launch fast and extend with your preferred tools]
Engage customers across channels [Engage customers across channels]
Automate with agent actions [Automate with agent actions]
Align your costs directly to your outcome [Align your costs directly to your outcome]

Boost service team productivity.

Conversation Summaries

Drive efficiency and boost service rep productivity with AI-generated summaries for any work, order or interaction. Save time by using AI to predict or create a summary of any issue and resolution at the end of a conversation. Empower service reps to review, edit and save these summaries to feed your knowledge base.

Service Rep Assistant

Service Rep Assistant, powered by Agentforce, uses incoming case data, customer engagement history and Knowledge to create dynamic, step-by-step action plans to streamline customer support, enhance agent productivity, accelerate agent onboarding and ensure company policy compliance. By integrating intelligent automation with detailed service plans, organisations can achieve higher service standards, optimise resource allocation and improve overall customer satisfaction.

Service Rep Assistant using generative AI to provide a step-by-step plan in the Service Console. [Service Rep Assistant using generative AI to provide a step-by-step plan in the Service Console.]

Knowledge Articles

Support customers and save agents time by making useful information easily accessible. Summarise support interactions and create helpful knowledge articles. Build a knowledge base with articles on topics ranging from product details to frequently asked customer questions.

Einstein generates a new knowledge article based on the conversation with the customer. [Einstein generates a new knowledge article based on the conversation with the customer.]

Search Answers

Improve search efficiency for service reps and customers with AI-powered Search Answers. Quickly generate answers from your trusted knowledge base and display them directly in the search page or service console. Service reps can find results faster with better filtering and support for multiple languages. Customise Search Answers to match your specific knowledge parameters for optimal results.

Service Rep Assistant using generative AI to provide a step-by-step plan in the Service Console. [Service Rep Assistant using generative AI to provide a step-by-step plan in the Service Console.]
Einstein generates a new knowledge article based on the conversation with the customer. [Einstein generates a new knowledge article based on the conversation with the customer.]

Personalise every interaction.

Service Replies

Increase customer satisfaction and reduce agent handle time with AI-generated replies on SMS, Whatsapp and more. Use Service Replies on any channel to analyse content from customer conversations in real time. Receive AI-generated replies crafted from data from the conversation or from your company's trusted knowledge base. Enable service reps to share these replies with customers with one click or edit them before sending.

Case Classifications

Maximise efficiency by making the most out of data and learnings from your resolved cases. Use AI to analyse cases from previous months and automate the data entry for new cases, classify them appropriately, and route them to the right agent or queue. Reduce service reps handle time with AI-assigned fields and help them resolve cases quickly, accurately, and consistently.

Einstein automates the data entry for cases and displays the case classifications. [Einstein automates the data entry for cases and displays the case classifications.]
Einstein automates the data entry for cases and displays the case classifications. [Einstein automates the data entry for cases and displays the case classifications.]
Service Cloud guided tour showing agent console [Service Cloud guided tour showing agent console]
Take a tour of the #1 AI CRM for service.

Find out how Service Cloud helps you deflect 30% of cases and deliver value across your customer journey with CRM + AI + Data + Trust.

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Complete your Customer Service AI solution with products from across the Customer 360.

Service Cloud

Drive productivity, reduce costs and increase customer satisfaction at scale with Service Cloud

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Contact Centre

Drive efficiencies and case resolutions faster with AI, automation and Omni-Channel support.

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Headless 360 platform

Safely connect any data to build AI-powered apps with low-code and deliver entirely new CRM experiences.

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Self-Service

Deflect cases, cut costs and boost efficiency by empowering your customers to find answers first.

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Customer Service AI Pricing

Start by selecting your Service Cloud edition. Some editions already include AI right out of the box. For the others, you can easily add AI at these price points.

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Agentforce for Service

AI in the flow of work and your unmetered employee agent, all in one.
$ 125
USD/User/Month
(Billed annually)
  • Generative Replies, Summaries, Answers and Knowledge Articles
  • Unmetered Employee Agent
  • Customer Signals Intelligence
Contact us

Agentforce 1 Service

The complete Service CRM with built-in AI and unified data. One platform that does it all.
$ 550
USD/User/Month
(Billed annually)
  • Everything in Unlimited, plus our full suite of AI
  • Unmetered Agentforce usage for employees
  • Tableau Next: Real-time customer sentiment at your fingertips
  • 2.5M Flex Credits per org per year
Contact us

This page is provided for informational purposes only and is subject to change. Contact a sales representative for detailed pricing information.
**Includes a limited number of generative credits.

View detailed pricing

Get the most out of AI for Service with thousands of partner apps and experts.

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Join the Serviceblazer Community.

Learn, connect, and grow with fellow service and field service professionals. Network and get answers in real time.

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Learn new skills with free, guided learning on Trailhead.

Hit the ground running with tips, tricks and best practices.

State of Service: AI Agents Edition [State of Service: AI Agents Edition]
Report

The State of Service: AI Agents Edition

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The State of Service Report [The State of Service Report]
Report

The State of Service Report

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How to Get Started with Voice AI [How to Get Started with Voice AI]
Guide

How to get Started with Voice AI

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Service agent and customer having better service experiences with AI. [Service agent and customer having better service experiences with AI.]
Guide

How to Prepare Your Service Team for Digital Labour

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Customer Service AI FAQs

What is AI for customer service and support?

AI for customer service and support refers to the use of artificial intelligence technologies, such as natural networks and large language models, to automate and enhance customer engagements. AI augments customer service and support while improving service team productivity, providing relevant responses and personalising support experiences.

What are the benefits of AI for customer service and support?

Some of the key benefits of AI in customer service and support are service team productivity, improved response times, cost reduction through automation, personalised customer experiences and more accurate insights and analysis. It enhances efficiency, enables self-service options and empowers support agents with valuable insights for better customer satisfaction.

What are AI customer service agents?

AI customer service agents are software programs that use artificial intelligence to interact with customers, providing automated responses to common queries, assisting with tasks and offering customer support 24/7.

How can AI improve knowledge management?

AI enhances knowledge management by automating the categorisation and indexing of information, facilitating quick and accurate search and providing intelligent insights and recommendations, which improve accessibility, efficiency and the overall quality of knowledge sharing and decision-making. Learn more how AI supported knowledge can help your organisation.

What AI features should I look for in customer service tools?

The top AI features to look for in customer service tools that are embedded directly within your CRM, enabling a unified strategy for self-service and human-led support. Features like AI Agents that move beyond FAQs to deliver 24/7, multilingual support, tools that assist service reps by providing real-time recommendations and dynamic service plans and instantly generate summaries, and features that intelligently route cases to the right agent, proactively detect issues, and turn service data into actionable recommendations.

Is AI for customer service meant to replace human agents?

No, AI is meant to assist, not replace, humans. AI lessens the cognitive load by handling routine and repetitive tasks so customer service reps can focus on high-value interactions and complex or sensitive cases. AI assists service reps by providing real-time insights and relevant recommendations, ensuring reps can deliver the highest quality service at every touch point.

What are some common uses of AI in customer service?

Common uses of AI in customer service include handling routine issues, routing cases, providing multilingual support, summarising cases, analysing sentiment, providing real-time recommendations, and predicting customer needs for proactive support.

How does AI help customer service agents?

AI assists customer service reps by instantly surfacing unified customer context, drafting responses, and automating summaries. With real-time guidance and dynamic service plans, it empowers every rep to deliver faster, more personalised support and focus on high-value interactions that drive customer loyalty and CSAT.

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