Salesforce has introduced Agentforce IT Service, a smart conversational IT support platform built to boost productivity and cut operational costs. Instead of relying on slow, ticket-based systems, Agentforce enables real-time, chat-based support directly within tools like Slack. Studies show that employees lose up to 352 hours each year dealing with IT issues costing businesses billions. By automating incident management and providing instant solutions, Agentforce helps companies save time and lets IT teams focus on more valuable tasks.
The platform includes over 100 prebuilt integrations with major tech providers such as Google, Microsoft, IBM, and CrowdStrike, and follows ITIL best practices for efficient IT service management.
Recent research by Nexthink found that poor digital experiences cost global businesses around 470,000 lost productivity hours per year equivalent to 226 full-time workers. Employees face about 14 digital issues weekly, from app crashes to slow systems, which greatly affect industries like retail, healthcare, and finance.
Salesforce’s move into this space comes as the Remote Monitoring and Management Tools market grows rapidly, projected to jump from $976 million in 2024 to $1.83 billion by 2031, driven by global digital transformation and increasing IT automation demand.