The Impact of Agentforce on Customer Service
Bui, Nhu (2025)
2025
All rights reserved. This publication is copyrighted. You may download, display and print it for Your own personal use. Commercial use is prohibited.
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025120432549
https://urn.fi/URN:NBN:fi:amk-2025120432549
Tiivistelmä
This thesis evaluates the impact of Agenforce on customer service. This study aims to explore how Agentforce will affect businesses' customer service and customer satisfaction. The study focuses on how Agentforce will impact customer service daily tasks, such as answering customer emails, chats, or phone calls, and on identifying how new features can influence customer satisfaction.
The research method used in this study was qualitative. The data was collected through semi-structured interviews. By combining the theoretical framework and qualitative interviews, the study evaluates the impact of Agentforce on customer service, focusing on how Agentforce will affect customer service daily tasks, the benefits that Agentforce brings to businesses, the challenges that businesses will face when adopting Agentforce, and how it will affect the future of the customer service representative role.
The findings reveal that Agentforce brings various benefits to businesses, such as cost savings, improved customer service processes, and a better working environment. While Agentforce offers multiple advantages, businesses will face different challenges when implementing it. The challenges can include technical issues such as data privacy, data structures, and trust, as well as legal and compliance issues. In the future, Agentforce will play the role of a customer service agent, answering customers’ questions, resolving cases, and providing suitable support. It can be considered as a coworker of a customer service agent. The role of a customer service agent will shift from resolving cases to managing AI agents.
The study provides a foundational understanding of Agentforce's influence on customer service. It contributes to the growth of AI adoption in customer service and could help in further research.
The research method used in this study was qualitative. The data was collected through semi-structured interviews. By combining the theoretical framework and qualitative interviews, the study evaluates the impact of Agentforce on customer service, focusing on how Agentforce will affect customer service daily tasks, the benefits that Agentforce brings to businesses, the challenges that businesses will face when adopting Agentforce, and how it will affect the future of the customer service representative role.
The findings reveal that Agentforce brings various benefits to businesses, such as cost savings, improved customer service processes, and a better working environment. While Agentforce offers multiple advantages, businesses will face different challenges when implementing it. The challenges can include technical issues such as data privacy, data structures, and trust, as well as legal and compliance issues. In the future, Agentforce will play the role of a customer service agent, answering customers’ questions, resolving cases, and providing suitable support. It can be considered as a coworker of a customer service agent. The role of a customer service agent will shift from resolving cases to managing AI agents.
The study provides a foundational understanding of Agentforce's influence on customer service. It contributes to the growth of AI adoption in customer service and could help in further research.