Salesforce presents Agentforce IT Service, which has introduced an AI-driven platform to transform IT support based on automation, conversational AI and an integrated workflow.

Salesforce has announced the new conversational-first suite of IT support, known as Agentforce IT Service, to revise the manner in which organizations handle incidents and service requests. The platform enables agentic AI to be available in tools used by the companies in their workplaces, such as Slack or Microsoft Teams, allowing businesses to solve the problems instantly and increase their productivity.

Created on the Salesforce platform's native infrastructure, Agentforce IT Service handles manual processes via automated resolutions and decreases IT workload through AI-based resolutions. It has been built upon the Service Cloud architecture of the company and removes the barren linkages that are expensive to implement and provides a single source of veracity to all the IT activities.

The Salesforce Agentforce is already used by commercial organizations such as UNESCO, Piedmont Healthcare, EPB and the Ospelt Group in order to streamline their operations and save money. The normalized workflows and data between different departments give the IT teams power to work on strategic purposes and not on repeating tasks.

According to Salesforce executives, the launch will be the transition from old-school, ticket-driven IT systems to conversational systems that are intelligent and more likely to augment the employee experience and reduce expenses through support. The company assumes that the next generation of AI and IT service management makes Salesforce a market leader.