Agents can do a great many things. They can inspect a photo of a moldy shower or help dispatch technicians to the owner of said shower to get that grout looking good again. They can help football fans — millions of them — figure out ticketing and memberships and stadium events. They can help people navigate tricky financial realities.
For companies willing to rethink the role of AI agents in their technology stack and the operations underneath it, they can be a huge customer service advantage. But how to get started?
When the team at Salesforce was evaluating submissions for this year’s Customer Success Awards — a program that honors customers who’ve used Agentforce to drive real business results — they saw a consistent pattern. Different organizations had different challenges, but the most successful transformations consistently did three things: they started with the right problem, built the right foundation, and brought the right people together. Here’s what we learned from their success.
Start with the right problem
True transformation starts when teams identify a specific operational friction point.
