Are Your Agents Drowning in Routine? Time to change course with AI!

Are your agents spending their time on monotonous tasks that don’t add direct value to customers? Have you noticed a drop in team satisfaction? These are warning signs of inefficiency. It’s time to change that with Artificial Intelligence (AI).

The Data Speaks: Agents Are Stuck in Time-Consuming Tasks!

According to Salesforce’s latest State of Service – 2025 report, based on insights from over 5,500 service professionals, customer service agents lose nearly two-thirds of their workday to non-customer-facing tasks.

Instead of focusing on relationship-building and problem-solving, they are caught up in:

• Manual case note entry (17% of weekly working hours)
• Administrative tasks (20%)
• Internal meetings and training (16%)
• Other tasks (7%) – searching across multiple systems, handling simple queries, resolving minor technical issues, planning work, and reporting.

This division of time limits agents’ ability to personalize service, strengthen customer relationships, and solve complex issues.

Unlock Your Team’s Potential – Leverage AI

AI is a strategic investment that, when implemented correctly, delivers tangible benefits:

• Automating routine tasks – AI takes over repetitive and time-consuming activities, such as answering FAQs, data entry, and retrieving information.
• Personalizing customer interactions – AI analyzes customer data to provide tailored recommendations, offers, and solutions.
• Optimizing workflows – AI streamlines processes, automatically categorizes cases, and assigns them to the right agents.
• Enhancing service quality – AI improves customer experience through personalized interactions, proactive problem-solving, and consistent communication, ultimately increasing satisfaction and loyalty. Customers expect fast and efficient service, regardless of the communication channel.

With AI, your agents can focus on what truly matters—building relationships and solving complex problems—while ensuring faster, more efficient customer service and optimizing operational costs. The result? Happier customers and stronger loyalty.

Meet Agentforce – Your AI-Powered Service Agent

Imagine an AI-powered agent that understands customer needs and acts autonomously, without human intervention. That’s Agentforce – an intelligent Salesforce-powered solution that connects data, reasoning, and action. With access to the right data, it retrieves real-time insights to deliver seamless customer service.

What Can It Do?

• Handle a full range of customer inquiries – Agentforce can process a wide variety of requests, from returns and complaints to delivery status updates and schedule changes. It can also automatically respond to frequently asked questions about billing, service availability, contract terms, and technical issues.
• Automatically respond to inquiries – It efficiently handles frequent questions related to billing, service availability, contract conditions, and technical support.
• Support consultants in problem resolution – Agentforce integrates with OSS systems to provide real-time updates on outages and planned maintenance work.
• Recognize customer intent – Powered by the Atlas Reasoning Engine, Agentforce analyzes inquiries and selects the appropriate actions, delivering personalized responses and effective solutions.

Examples of AI Applications in Contact Centers:

• Faster issue resolution – AI automatically analyzes the content of a request and suggests the best solution to the agent, reducing handling time.
• 24/7 availability – Chatbots handle simple issues at any time of day or night.
• Hyper-personalization – AI analyzes demographic data, purchase history, and customer preferences to deliver personalized offers.
• Proactive support – AI identifies potential issues and notifies agents before the customer even notices a problem.
• ​​Self-service – 61% of customers prefer solving simple issues on their own. Self-service systems, such as knowledge bases and chatbots, ease the workload of agents and increase customer satisfaction. On average, self-service resolves 54% of inquiries.

Modern customer service is an effective combination of technology and human empathy. AI, including Agentforce, focuses on process optimization, while your agents focus on building customer relationships.

Information consistency across departments is crucial – 79% of customers expect seamless communication, and AI ensures that all agents have access to the same, up-to-date data.

Do you want AI to take the burden off your team?

• Define your goals – What do you want to achieve with AI?
• Assess your data – Are your data sources complete and accessible? How will AI integrate with your existing systems?
• Choose an experienced partner: The success of an AI project is not just about technology. Find a partner who understands your challenges, processes, and company culture, has a proven track record in transformational projects, and can effectively guide you through AI implementation and model training—minimizing the risk of poor decisions.
• Educate and upskill your team – Provide agents with the right support and training.
• Monitor, measure, and optimize – Collect employee and customer feedback, track results, and refine AI applications accordingly.

Invest in AI & Stay Ahead of the Competition

Artificial intelligence is not just a tool for cost optimization. It is also—perhaps most importantly—a way to enhance service quality and build unique capabilities that will give you a competitive edge. According to Salesforce data, as many as 83% of decision-makers plan to increase their investments in AI for customer service. Don’t wait for your competitors to get ahead.

Interested in the full report insights? Download it here.