Customer service is changing fast. More companies now use chatbots and AI to answer customer questions quickly. But can Agentforce work with these tools?
The answer: Yes! But businesses don’t switch to full AI support overnight. They go through three steps—crawl, walk, run—to make the transition smooth.
Most companies start with a simple chatbot that answers common questions. If the bot can’t help, it sends the customer to a live agent.
“Most companies are just routing all customer conversations directly to a human agent after the chatbot menu.” – Ben Fankhauser, SOLVD Consultant
This works, but there’s a problem—many customers skip the bot and go straight to an agent. That means support teams get too many requests and have less time for bigger issues.
In this step, AI is added to the chatbot to help more before sending customers to an agent. Now, the bot can:
✅ Answer common questions (like refunds or order tracking)
✅ Collect customer details before passing them to a live agent
✅ Decide when to send a chat to Agentforce for more advanced help
“We are layering AI onto the chatbot to balance efficiency with a human touch.” – Ben Fankhauser, SOLVD Consultant
At this stage, Agentforce starts solving problems, not just passing messages to a person. It can update accounts, process orders, and fix small issues automatically.
At this level, Agentforce replaces chatbots and handles almost everything on its own.
This means:
✅ No chatbot menus—Agentforce talks directly to customers
✅ AI handles entire conversations and takes action
✅ Only complex issues go to live agents
“At this stage, AI can change emails, resolve case issues, and recall orders—all without a human.” – Ben Fankhauser, SOLVD Consultant
Now, businesses no longer need chatbots—Agentforce becomes the main support system.
To switch to full AI support, businesses need to:
1️⃣ Train Agentforce – Set up topics, rules, and actions.
2️⃣ Connect it to live chat – Replace chatbots with AI-powered service.
3️⃣ Test and improve – Make sure AI gives the right answers.
“You can completely bypass the chatbot and go straight to an Agentforce service agent.” – Ben Fankhauser, SOLVD Consultant
At SOLVD, we help companies set up Agentforce to work with live chat, automate customer service, and make support faster and easier. Whether you’re just starting or ready to go full AI, we’ll guide you.
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From my initial call with Spencer through project implementation with John and Evan, my experience with the SOLVD team was excellent. They were quick to understand our business needs, clear when explaining the reasoning behind proposed solutions, transparent when reporting on progress and timeline, and all around enjoyable to work with. Would highly recommend and looking forward to continue working with them in the future!
SOLVD was very straight forward with everything needed to complete the project. No surprises, no issues, and cost was aligned with the estimate. They made implementation easy and quick.
As a rule, I'm pretty stingy with my recommendations. So it's a pleasure for me to recommend Solvd as a top-flight Salesforce consultancy. Solvd recently led our company's conversion to the Lightning interface and did it on time, on budget and made it easy for me and my team. I know I'll use their services again, and am confident they can do the same for you.
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