Salesforce Agentforce: Voice AI Agents 

Nikita M.

Media-savvy content creator, with a curiosity for all Salesforce experiences.

Updated: Feb 7th, 2025

Businesses with teams dedicated to supporting customer queries experience high call volumes, such as 20-50 interactions per day (Source: Bright Pattern). Since human support teams are generally overloaded with these calls, customers spend a lot of time waiting for their calls to be answered. 

As you can imagine, this scenario would make any customer frustrated. Additionally, the company misses many opportunities, like resolving critical issues or assisting customers with additional purchases. 

If you can relate to this struggle, join us in the article below. We are going to explore the topic of voice AI agents from Salesforce and how they help businesses boost work efficiency while raising customer satisfaction levels. 

Let’s get started!

What Are Voice AI Agents?

They are artificial intelligence (AI) solutions from Salesforce that are focused on streamlining customer service operations. By building and deploying voice AI agents, businesses get the following results:

Round-the-clock support for customers.

Reduces the time customers have to wait for a company to respond to them. 

Delivers personalized customer experiences that are on par with today’s digital-first era. 

How Voice AI Differs from Traditional IVR Systems

Most companies with call centers are familiar with Interactive Voice Responsive (IVR) systems. However, these traditional systems have common issues where customers wait a long time for responses from service agents. Additionally, these systems are not cheap to maintain.

According to Salesforce, 81% of professionals working in customer service prefer using their mobile devices as a way to resolve issues (Source: Salesforce). Although this may be the case, traditional IVR systems do not have the features that much up to today’s business demands.

However, these issues in customer service are a thing of the past, thanks to the introduction of AI tech in the business world. Now, we have voice AI agents that have the following capabilities when it comes to interacting with humans:

Understand communication from a customer.

Interpret messages delivered by a customer.

Respond intelligently to customers.

Voice agents powered by AI are more than capable of performing the duties of a customer service representative because they use Natural Language Processing (NLP) and machine learning techniques. 

Examples of Voice AI in Action

As we have covered the technical aspects of voice AI agents, you might be wondering what they can do in the real world with their features. Take a look at what they can support in the customer service industry:

Answer customer queries with natural human language.

Give customers details about a company in a conversational way.

Complete actions in a business process.

If you want a voice ai agent in your system, you could build one with Agent Builder found in Salesforce’s Agentforce. 

Why Are Voice AI Agents Important?

In this digital-first era, customers expect services instantly. Voice AI agents tick many boxes for delivering customer services immediately, such as:

Supporting Teams and Customers 24/7.

Lowering the Wait Times to Resolve Issues.

Providing Specific Solutions Tailored to Meet Customer Needs.

As you can imagine, these benefits keep a business ahead of competitors and meet the service delivery standards of our epoch. 

Addressing Modern Customer Service Challenges

In today’s service operations, customers crave and expect immediate responses when interacting with a business. Fortunately, voice AI agents never sleep, so they can help businesses by responding to customers whenever they appear. This capability from a voice AI agent brings down the frustration customers can experience while keeping them happy and loyal to your business. 

Another benefit of voice ai agents in the modern era is that they can interact consistently with multiple customers at the same time. This capability caters to the requirement that customers have, which is immediate responses from service providers. So, in this way, voice ai agents decrease the amount of time customers wait for help.

The Rise of AI in Communication Channels

As technology evolves, we see AI spreading to a variety of software solutions, and that includes communication channels. For example, businesses can build a voice AI agent and give it many topics and actions specific to a team’s goals. Then, deploy it to digital and voice channels to make sure services delivered to customers are consistent across all engagement points.

Having versatile AI tech in your software stack like Agentforce can help teams obtain smooth-sailing processes for their omnichannel communication strategies. 

Enhancing Customer Experiences with AI

With lightning-fast customer service operations thanks to automating manual tasks, human service reps can now spend their time on creative ways to elevate customer experiences. Digital workforces are intelligent and they learn from the data that we give them, however, humans come up with the most creative inventions based on human memories and empathy. 

Therefore, turning to voice AI agents to handle routine tasks is a good idea for business units that want to be more efficient. It empowers managers to assign human colleagues to more fulfilling and complex projects.   

Benefits of Voice AI Agents

When you integrate call center software with Agentforce and AI tools, your whole customer service team gets to manage more customer queries and resolve them faster than before. If you want to learn how to raise your Customer Satisfaction (CSAT) scores, check out these five key benefits below. They show how this AI-powered technology is helping service professionals. 

Improved Efficiency and Faster Response Times

Customer service teams save time by upgrading their processes into automated ones. Premium software like Agentforce from Salesforce, allows service reps and supervisors to make fewer mistakes as they no longer need to enter data into their Customer Relationship Management (CRM) platform. This streamlined process is lightning-fast and ensures the team only works on higher-level projects so that operations are efficient. 

The voice AI agent technology from Agentforce is also a must-have for teams to increase their response times to customers. This is due to voice AI agents being able to answer customer queries at any time of the day or night with accurate information from Salesforce. 

Cost-Effectiveness for Businesses

Operational costs for customer service teams can be exceptionally high. Here are a few items that managers need to consider in their budgets for exceptional customer service operations: 

Salaries for Customer Service Agents

Training Costs of Customer Service Professionals

CRM System Costs

AI Tool Prices

Automation Costs

Acquisition Costs to find New Customers when Existing Ones Stop Purchasing due to Poor Services

By integrating voice AI agents, businesses can minimize expenses related to human resources in their financial budgets, as these Salesforce solutions are capable of managing large volumes of customer interactions.  

24/7 Availability for Customers

As voice AI agents do not need to eat, sleep, or take breaks to avoid burnout, they are able to support customers at all hours of the day and night. This feature puts customers first and ensures they are helped with resolving problems at times that are most convenient for them, such as after working hours. 

If your business supports a global market, having voice AI agents is also beneficial as they interact with your international customers who live in different time zones. This solution makes it easier for international customers to purchase products, resolve issues independently, or interact with your business.

Personalization at Scale

Voice AI agents with call center integration software are able to identify regular customers immediately when interacting with them. Then, they effortlessly gather information from Salesforce’s Data Cloud to personalize that interaction, such as adjusting its tone and responses to a customer’s preference. 

And these features are not just available to one customer. Voice AI agents are able to manage high volumes of customer queries while still providing every person with exceptional services consistently. This allows a business to focus on expanding their services while still delivering high quality customer services. 

Reducing Human Error in Customer Interactions

In this era, many businesses operate globally, but that means communication can easily be misinterpreted. Even though we are discovering more in our studies, there are over 7000 languages spoken on our planet (Source: Ethnologue).

To avoid miscommunication in business interactions, voice AI agents could help here. These intelligent agents provide businesses with multilingual support by communicating with customers in a variety of languages. This feature allows businesses to operate internationally and provide services to their customers in the language they prefer and can fully understand. 

How Do Voice AI Agents Work?

Essentially, they listen to a customer’s voice, analyze the message, understand it, and then respond with relevant and accurate answers based on information found in a company’s knowledge base. For this reason, a company’s knowledge base should house accurate information in articles or frequently asked question sections. These resources will allow the voice AI agent to respond to customers with the most appropriate answers. 

Natural Language Processing (NLP)

So, how do Voice AI agents work with spoken words? They use NLP and speech recognition tech to transform speech into text. Then, voice AI agents can easily analyze the text to figure out the context of the conversation. This is how voice AI agents are able to accurately interpret what the customer is asking. 

Machine Learning Algorithms

As a best practice, it is wise to constantly update and train the software in your voice AI agent. This habit will improve the overall performance of your voice AI agents and keep them aligned with current customer and industry trends. Another tip is to configure feedback loops and machine learning algorithms into your system.

These configurations will improve the voice AI agent’s responses to customers.  

Speech-to-Text and Text-to-Speech Systems

Speech-to-text services will come from Salesforce, so we need to watch the space. The tech will use OpenAI Whisper models to work with transcriptions in real-time (Source: Salesforce).

Integrating Voice AI Agents into Existing Systems

Agentforce was released by Salesforce in 2024. Therefore, you will need to integrate your newly created voice AI agents into pre-existing systems and channels.

Connect your digital workforce to Salesforce to ensure efficient user experiences for customer service operations. You will get the power to manage routine queries automatically and immediately so that human colleagues can focus on more complex projects. 

The Role of Data in Voice AI Training

Let’s not forget about maintaining high-quality data. The real-time data stored in Data Cloud is passed to voice AI agents to help it personalize interactions with customers. Some of the information that a voice AI agent can refer to are:

Customer Purchasing Histories

Customer Preferences

Voice AI agents are also continuously learning from the data in your Salesforce org. They examine past interactions with customers so that future responses are refined and error-free. Therefore, it is essential your voice AI agents have access to accurate information.

Valid Salesforce data will help them to respond smartly and more naturally to customers. 

Final Thoughts on AI Voice Agents with Agentforce

Thanks for reading our article on voice agents with AI capabilities. In this article, we covered how Agentforce gives us AI voice agents to streamline and optimize processes found in the customer service field. We learned that a digital workforce can immediately respond to customers 24/7 to raise customer satisfaction levels and assist a business with scaling initiatives that support more prospects. 

In our digital-first era, this kind of experience is expected and craved by customers. We think that AI voice agents are a solid option for helping your business scale while delivering exceptional customer services consistently. It also frees up time for employees to tackle more complex projects and grow professionally.

If you are interested in other industries and how they use this AI solution from Salesforce, check out our Agentforce for Sales article. We cover topics related to Agentforce use cases for sales teams. 

See you soon!

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Disclaimer: The comparisons listed in this article are based on information provided by the companies online and online reviews from users. If you found a mistake, please contact us