Reaching out to industry leaders in telecommunications, Salesforce Inc. today announced the launch of Agentforce for Communications to provide proactive experiences and revenue-generating opportunities while saving hundreds of hours of manual labor.

The telecommunications industry has hit a growth plateau after investing billions in 5G infrastructure and digital experience projects. According to reports from PricewaterhouseCoopers, revenue growth will slow to 2.9% by 2029, with average revenue per user winding down to just $6.20 and customer churn has reached as high as 40%.

According to Salesforce, these looming estimates currently exhaust teams today and frustrate customers. The reality of this tension is generating an undercurrent that is eating away at profits that could otherwise go into building further infrastructure and fostering growth.

Salesforce said its new agentic solution will allow telecom teams to get ahead of opportunities while not leaving customers behind. Now marketers and sellers can handle higher deal volumes, field technicians can turn on-site visits into upsells and service technicians can focus on high-value support – all of which turn into long-term loyalty.

Ideally, all of this will not leave behind the human element with the addition of the language of artificial intelligence and agentic machinery.

Telecomm organizations, including One New Zealand Group Ltd. and Lumen Technologies Inc., now use Agentforce for Communications to capture these proactive experiences and enhance customer loyalty.

“Our AI assistant uses real-time data to handle everything from balance inquiries to plan switches, resulting in a 4x increase in engagement over traditional digital and physical channels,” Summer Collins, chief AI and data director at One NZ.

Agents have deep context into customer experience, service and billing history, company offerings and more. They can turn any customer interaction into one that meets the company’s customer service goals and work alongside human agents. They’re not like generic AI chatbots in that they’re capable of autonomous work, were built with domain-specific knowledge and constraints, and can be adopted faster and with greater confidence.

Salesforce said this Agentforce release comes with a number of AI agents out of the box, including a billing resolution agent, a service level insights agent, a quoting agent, a site grouping agent and a guided sales agent. Each one operates within a particular domain, such as to harmonize fragmented data, deliver service agreements, build complex quotes faster and automate tasks using natural language instructions to save employee time and labor.

“With Agentforce Communications, we’re helping telecom companies work smarter by connecting every part of their business, from sales to customer service to field operations, with AI agents that work 24/7 alongside human teams,” said David Fan, senior vice president and general manager of communications at Salesforce.

The Billing Resolution, Quoting and Site Grouping agents are available now; whereas Service Level Objective Insights and Guided Selling agents will be available soon.

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