Salesforce debuts AI agents for 24/7 IT support across platforms

Salesforce has launched Agentforce IT Service, an AI-powered system designed to replace traditional IT helpdesk ticket systems with conversational AI agents that provide 24/7 support across platforms like Slack, Teams, and email. The service aims to reduce manual IT tasks and allow both workers and IT staff to focus on higher-value strategic work, representing another step in AI’s expansion into workplace support functions.

How it works: Unlike traditional ticket-based IT support, Agentforce operates as a “conversation-first” system that can handle requests through any communication platform.

• Workers can initiate IT help requests directly through chat systems, email, or messaging apps without creating formal tickets.
• The AI agents have autonomy to perform digital tasks automatically, such as granting file system access, setting up GitHub repositories (code storage systems), and distributing onboarding documents.
• A demonstration showed a new employee completing IT onboarding through a Slack conversation, with the AI agent verifying details and automatically provisioning necessary access.
• The system operates continuously without the typical wait times associated with human IT support.

The guardrails approach: Salesforce acknowledges AI reliability concerns and has implemented multiple safety measures to prevent errors.

• Muddu Sudhakar, Salesforce’s senior vice president of IT Service, called AI reliability “the most important question concerning AI deployments today.”
• The company’s AI agents operate within established “guardrails” designed to prevent serious errors, such as suggesting fixes that could worsen computer problems.
• A “human in the loop” model ensures IT professionals remain available to catch AI mistakes and handle escalated issues that exceed the AI’s capabilities.

What industry experts are saying: The launch reflects broader trends in AI-powered business automation beyond just IT services.

• Salesforce has previously released AI agent products that can function as sales representatives, indicating the company’s broader strategy to deploy AI across various business functions.
• The system represents a preview of how third-party IT and financial service providers may increasingly rely on AI agents rather than human-first interactions.

Why this matters: The launch signals a fundamental shift in how workplace support systems may operate as AI technology becomes more sophisticated.

• Companies contracting with third-party support services should expect to interact with AI agent-based systems rather than humans as the first point of contact.
• The human-in-the-loop model serves as a reminder that AI tools, while efficiency-boosting, require human oversight to verify accuracy and relevance before implementation.
• Businesses deploying AI should establish protocols for checking AI outputs to avoid costly mistakes or legal issues.