Information technology / Enterprise software
Salesforce: Answering enquiries on the company's own support site
- Company
- Salesforce
- Country
- United States
- Adoption stage
- In operation
- Source published
- In use from
- Date basis
- The date the source was published. It can differ from the date adoption started.
- How the source was checked
- Read the full source text
The work problem
Salesforce receives customer enquiries on its own support site, help.salesforce.com. Reducing the enquiries that get escalated to a human was the task. Users also wanted to know more about where an answer came from.
Technology and data
In October 2024 Salesforce opened an Agentforce based Help Agent on help.salesforce.com. Internal employees and external customers use the same service side by side, so improvement happens in real time. When users wanted to know the basis for an answer, the team put citations inside the answers, tested them internally first and then widened to external customers. Before widening, agent performance is measured directly against the baseline of what people used to handle. When the agent does well on the existing test questions, harder questions drawn from real support records are added to raise the bar.
Results
Salesforce said that after more than 4 million conversations, Help Agent resolves close to 70 percent of enquiries without human involvement. The year-end target is 80 percent. It explained that when citations were tested internally, usage rose by 27 percent and trust metrics improved to a measurable degree.
Limits and open questions
The source does not disclose how the remaining enquiries are handled or the rate of wrong answers. The 80 percent target is not a result.
Sources
- Customer Zero Pilots: How Salesforce Pilots Its Own Software - Salesforcesalesforce.com, Accessed
Compiled from public sources. These are not results from ATF Works customers.