---
schema_version: "1"
id: 76b23fda38176caf5c0b3cff7315435e6c0804a43b2f8f2a368374b0a064169e
title: Scale Support Capacity by Integrating AI Agents
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/260-0-0/rn_afcc_sv_iva.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_iva.htm&release=260&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: fe1479e95ee0001c68649995d6141fcf12c1a5cb142f9cc454953fb85087458f
description: 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.
products:
  - Cross Cloud Packages Solutions
release: "260"
---
# Scale Support Capacity by Integrating AI Agents

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.

#### See Also

- [_Salesforce Help:_ Add AI Agents to your Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=service.afcc_sv_iva.htm&type=5&language=en_US)