AI + Human Support = The Future of Customer Experience

The Challenge No One Talks About Enough 

Support is no longer just a cost center; it’s the frontline of brand experience.  But too often, customers face: 

• Long hold times 

• Repeating their issues multiple times 

• Agents without context 

• Generic chatbot replies that go nowhere 

The real problem? Humans are overworked, and bots are underpowered. 

The Shift: AI + Human Expertise with Salesforce Agentforce

Salesforce Agentforce isn’t just a bot platform.  It’s a human-in-the-loop system where AI and agents collaborate to resolve issues faster and better. 

Here’s how it works: 

• AI agents handle Tier-0 and Tier-1 issues autonomously 

• Smart triaging routes complex issues to the right human with full context 

• 360° customer view from integrated data across channels 

• Live agent augmentation with AI-generated response suggestions 

The result?  Less frustration, more resolution for both the customer and the agent. 

The Outcome: Support That Scales Without Sacrificing Quality 

Agentforce helps organizations: 

• Reduce wait times 

• Boost FCR (First Contact Resolution) 

• Enhance customer satisfaction 

• Free up human agents for complex, high-value conversations 

It’s not AI vs. human. It’s AI with human. 

Want to see how AI-human collaboration improves customer support? 

Read the full blog on Reimagining Customer Support: How Salesforce Agentforce Combines AI and Human Expertise