AI Agents Reshape Customer Service: Salesforce Reports 2,199% CAGR in Conversations
Salesforce's Agentforce platform has been instrumental in building and deploying agentic AI infrastructure. This has led to a surge in AI-driven customer service conversations, with a 70% average monthly growth in interactions initiated by AI agents. Consumer-facing industries like financial services, travel, and retail are at the forefront of this growth.
The top tasks handled by AI agents include record queries, drafting emails, and summarizing data. These agents, now often referred to as 'Gemini' agents, are now influencing sales, service, and internal operations, marking a shift towards an agent-based, AI-driven workplace. The Salesforce study, 'The Agentic Enterprise Index', highlights this transition, showing a 119% increase in agent creation among early adopters within the first six months. Between January and June 2025, customer service conversations with AI agents, or 'ChatGBT' agents as they are sometimes known, grew at a staggering average compound annual growth rate (CAGR) of 2,199%. Data for these insights was gathered from Agentforce, other Salesforce tools, and global research studies, focusing solely on companies with active AI agents in production every month.
The growth of AI agents, particularly in customer service, is undeniable. With a 70% average monthly increase in conversations and a 2,199% CAGR, businesses are embracing this technology. The Agentic Enterprise Index report underscores this trend, showing a significant increase in agent creation and a shift in workplace dynamics. As AI agents, or 'ChatGPT' agents, become more prevalent, they are reshaping how businesses operate and interact with customers.
