Salesforce Inc. (NYSE: CRM) today unveiled Agentforce for HR Service, a new AI-powered solution designed to revolutionize employee support by automating routine HR tasks and delivering personalized, conversational assistance.

Built on Salesforce’s existing HR Service platform, Agentforce for HR Service integrates directly into Slack and Employee Portals, enabling workers to manage common requests—such as time-off approvals, benefits updates, and payroll inquiries—through natural language interactions. For more sensitive or complex issues, the AI seamlessly hands off conversations to human HR representatives with full context, ensuring a smooth transition.

AI as a Digital HR Partner

HR teams are under increasing pressure, with 57% of professionals reporting they are overcapacity, according to a 2024 Society for Human Resource Management (SHRM) study. Agentforce aims to alleviate this strain by handling high-volume, repetitive tasks while allowing HR specialists to focus on strategic initiatives and employee well-being.

Key capabilities include:

• Automated Self-Service: Employees can request leave, update personal details, track expenses, and manage onboarding tasks via conversational AI.
• Personalized Responses: Leveraging Salesforce Data Cloud, Agentforce tailors answers based on individual roles, policies, and company data.
• Seamless Human Handoff: For sensitive matters—such as bereavement or medical leave—the AI detects emotional cues and routes conversations to HR staff with full transcripts and records.
• HR Agent Assist: Within the HR Service Console, AI suggests responses and summarizes case histories to accelerate resolutions.

Proven Results at Salesforce

Salesforce has already deployed Agentforce for HR internally, reporting a 96% self-service resolution rate across nearly 10 million employee inquiries.

“The future of work is humans and agents collaborating,” said Nathalie Scardino, President and Chief People Officer at Salesforce. “We’re leading this shift by empowering HR teams to scale support while maintaining a human touch.”

Industry Adoption Underway

Early adopters like Indeed Inc. are already using Agentforce to streamline hiring and employee support. Analysts see strong potential for AI to redefine HR efficiency.

“HR, like every department, is being asked to do more with less,” noted Rebecca Wettemann, Principal Analyst at Valoir. “Agentforce enables HR teams to deliver faster, more consistent support by centralizing data and automating workflows.”

Availability

Agentforce for HR Service is now available via the Agentforce Platform, HR Service Console, and Employee Portal, with Slack integration coming in June.

For more details, visit Salesforce.com.

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About Salesforce
Salesforce is the global leader in CRM, empowering companies to connect with customers in a whole new way. For more information, visit Salesforce News.

Why This Matters

• For HR Teams: Reduces repetitive tasks, accelerates case resolution, and improves employee experience.
• For Employees: Instant, 24/7 access to HR support via Slack or company portals.
• For Businesses: Lowers operational costs while scaling HR capabilities amid growing workforce demands.

Salesforce’s latest innovation underscores its commitment to AI-driven productivity, positioning HR as the next frontier for agentic AI adoption.