06/09/2025 | Press release | Distributed by Public on 06/09/2025 17:49
Customers are fed up with traditional self-service - and it's not hard to see why.
For many companies, customer self-service looks like basic FAQs, hundreds of knowledge articles, and chatbots that can only handle simple requests. Customers spend more time than they'd like hunting around online, leading to a frustrating experience. A recent Gartner survey found that only 14% of customer service issues get fully resolved in self-service.
Meet Service Cloud's agentic Self-Service. By integrating Agentforce - our autonomous AI agents - with customer portals, we're transforming self-service from a reactive, time-consuming experience into one that's not just low-effort, but drastically increases resolution rates. Service Cloud is launching a fully integrated agentic self-service experience so businesses can combine the power of Agentforce with real-time insights across your Customer 360 applications through Data Cloud to deliver smarter, faster, more personalized self-service at any time, on any channel.
By assisting customers with their service needs 24/7 through Agentforce and delivering fast, personalized answers using generative AI and Data Cloud, you can improve satisfaction while also saving your service reps time - and your business money.
Agentic self-service is a win-win for both customers and businesses, with mutual benefits including:
"Delivering proactive, top-tier customer service requires a level of capacity most companies struggle to fund. Agentforce is changing that. At Salesforce, we've reduced our case volume by 8% - freeing up capacity of our skilled Support Engineers to focus on proactive customer outreach. This isn't just about a better customer experience - it's cost-effective scalability and it's only the beginning of what Agentforce can do."
Today, we're announcing the release of a unified customer portal and AI agent experience. Unlike traditional customer portals, Agentforce is fully integrated. This means that AI agents aren't an additional feature - they're the core of the solution. And, by connecting all of your Customer 360 data with Data Cloud, Agentforce can help customers with their real-time needs like completing tasks and finding relevant answers, faster, all in one seamless view.
Our agentic portal makes self-service an effortless customer experience that significantly boosts resolution rates with the following key features: Dynamic Search and Dynamic Conversations.
Dynamic Search offers real-time assistance on search queries in the self-service portal so customers can find answers and complete tasks, fast.
While traditional portals have customers conducting multiple searches and scrolling through static FAQs to hunt for answers, Dynamic Search transfers a customer's search context to Agentforce to offer immediate assistance. Gone are the days of tedious portal searches that get you nowhere-Agentforce helps you find the right answers in far less time.
Enable customers to self-serve faster in one actionable view - no extra clicks needed.
When customers seek support, the customer portal takes the conversation context and surfaces relevant articles in real-time. For example, if a customer needs to attach files to a claim submission, the relevant knowledge article will be immediately displayed full-screen, along with a file upload link to take fast, seamless action. This saves customers time and effort (and increases their satisfaction) while reducing escalations to your support team, so they can focus on higher-value cases.
Self-Service and Data Cloud enable personalized candidate experiences, while our Recruiter and Time Entry Agent Suite built on Agentforce allow us to engage faster… We're not just implementing software; we're redefining the way we work.
Dena Campbell, Chief Information Officer, HighspringWhat if your needs could already be anticipated with a solution at the ready - before you even realize you have a problem?
That's the future of self-service: shifting customers from reactive problem-solving to proactive value creation on their own. Instead of waiting for customers to reach out, agentic self-service will take the initiative to communicate. This can look like a reminder to renew a subscription, a heads-up about a potential issue, or a personalized service plan based on your usage.
And though our research finds that 61% of service professionals say their organization already addresses service issues proactively, only 33% of customers agree that the typical company actually does this. The opportunity to innovate to help companies reduce the friction in customer support, enhance user satisfaction, and free up support teams is ripe.
This is only the beginning of agentic self-service at Salesforce. By deepening our unified portal experience between Agentforce and Data Cloud, companies will be able to provide even more engaging, personalized experiences - on any device or channel, 24/7. We're excited to roll out even more dynamic content updates, actions, and workflows across the entire self-service experience that adapt to each customer's evolving needs. Stay tuned for more at this year's Dreamforce.
Agentic customer self-service and customer portal software can help reduce support cases and costs by enabling customers to find answers faster.