“85% Technical Support, Agent Force Solved Without Engineers”
Salesforce, a global customer relationship management (CRM) company, has started to localize artificial intelligence (AI) business platforms for domestic companies by providing agent force services at data centers in Korea since the third quarter of this year.
Salesforce Korea CEO Son Bu-han shared this at the press conference of “Agentforce World Tour Korea 2025,” Salesforce’s IT conference held at COEX in Gangnam-gu, Seoul on the 18th.
About 5,000 business leaders and field managers attended the conference, which was held under the theme of “Imagination as a Reality, Agent-Based Business Innovation.”
Agent Force was launched in October last year as a platform of Salesforce that supports the development and distribution of customized artificial intelligence (AI) agents easily and quickly using low codes that use only minimal coding. Agent forces can autonomously perform reasoning and planning tasks according to corporate data, policies, and guidelines.
According to Salesforce, more than 850,000 technical supports have been provided through agentforce so far, 85% of which are solved only by AI agents without service engineer intervention.
“Customers expect immediate, personalized professional support without waiting time,” CEO Sohn said. “Agent Force increases the work productivity of experts in the company and provides immediate services that customers expect.”
Meanwhile, Katie McNamara, global vice president of Salesforce’s AI division, and Kim Kyu-ha, vice president of Viva Republica (Toss), introduced changes in the business paradigm based on AI agent technology at the keynote speech at the event.
In his keynote speech, McNamara cited practical business utilization, high security levels, and scalability to various tasks as the competitiveness of his agent force.
Vice President McNamara emphasized, “The success of AI agents depends on reliable data,” and explained, “Salesforce’s data cloud serves as the foundation for an agent force that integrates structured and unstructured data scattered across companies and helps AI make accurate and responsible decisions in real time.”
In the session held after the keynote speech, officials such as HD Hyundai Infracore, Cafe 24, Line Pay Plus, T-Map Mobility, and Torder presented examples of introducing Salesforce solutions as speakers.
HD Hyundai Infracore said it is simultaneously increasing the work efficiency and response quality of field service experts based on its agent force, and Cafe24 is strengthening its ability to provide customized services throughout its e-commerce operations through the introduction of agents.
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