Do you have any experience building AI agents using Salesforce Agentforce? What types of AI agents have you built (internal/employee or customer-facing), and what challenges have you had in implementing them? Where have you seen any measurable impact or success so far?

I’ve had some experience exploring Salesforce Agentforce to build AI agents for customer-facing support. The focus was mainly on simplifying repetitive queries and creating guided flows that could reduce wait times and improve response quality. One of the key challenges I faced was balancing customization with efficiency; sometimes, fine-tuning intent recognition and ensuring smooth integrations with existing workflows took more effort than expected.

That said, the measurable impact came fairly quickly once the agent was properly trained. We saw faster resolution times, a noticeable dip in support tickets for routine questions, and an overall lift in customer satisfaction. On the employee side, even small automations freed up time for teams to focus on higher-value work. The success has shown me that the technology is powerful, but it really depends on thoughtful implementation and continuous optimization.

I would be interested in hearing from others as well. We are undergoing a POC currently.