Reduce costs and customer wait time by using Agentforce Service agents to handle repetitive requests 24 hours a day. Your service reps can focus on more complex, high-value interactions‌.
Where: This change applies to Lightning Experience in Enterprise, Performance, and Unlimited editions with the Agentforce Contact Center add-on.
Who: To set up and manage AI agents, you need the Agentforce Contact Center Admin (Salesforce Voice) permission set. To use AI agents, you need the Agentforce Contact Center Rep (Salesforce Voice) permission set.
How: Create a voice-enabled agent, and then use an Omni-Channel flow to route calls to the agent.