Agentic AI Enhances Call Centre Performance Without Replacing Human Agents
Salesforce’s agentic AI platform, Agentforce, is changing how call centres operate by supporting human workers instead of replacing them. Since its integration into Salesforce’s customer support help site in October 2024, this AI system has resolved 85% of customer queries on its own, with only 5% needing human intervention.
This shift has led to a 2% rise in self-service traffic and a 5% drop in overall support cases, as more issues get resolved before requiring case logging. Most AI interactions focus on sales and service questions, maintaining a customer satisfaction score of 4.2, which matches human-led conversations.
Efficiency and Customer Experience Gains
The help site handles 60 million visits yearly and processes 2 million support requests. Since January 2025, 90% of users have experienced a 65% reduction in response times thanks to Agentforce. This improvement highlights how AI can speed up routine interactions, giving customers faster answers without sacrificing quality.
Human Agents Remain Crucial
Despite these gains, human agents are still essential. Jim Roth, president of Salesforce Customer Success, shared that the company initially pushed too hard for automation. Customers found it difficult to reach a human when needed. Salesforce’s focus has since shifted from lowering human hand-offs to ensuring customer success.
Linda Saunders, Salesforce’s country manager for Africa, points out that combining AI with human talent is especially beneficial in emerging markets. This approach boosts both customer satisfaction and employee morale while creating new opportunities for upskilling and career growth.
The Hybrid Approach in Customer Support
Salesforce advocates using agentic AI for routine tasks, freeing human agents to handle complex, emotionally sensitive, and relationship-driven interactions. This balance leads to:
- Higher customer satisfaction
- Improved agent morale
- More opportunities for employee development
For customer support professionals, adopting agentic AI means less time spent on repetitive queries and more focus on meaningful customer engagement.
To explore how AI tools can assist in customer support roles and upskill your team, check out Complete AI Training’s courses for customer support jobs.
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