Salesforce Adds AI Voice Agents to Agentforce Customer Service

Salesforce Enhances Agentforce with AI Voice Agents

Salesforce is making a significant move in the AI-powered customer service landscape by introducing voice capabilities to its Agentforce software. This upgrade, known as Agentforce Voice, allows businesses to use AI agents to manage customer service calls, marking a shift from text-based interactions to more dynamic, voice-driven customer support.

The new feature, announced ahead of the Dreamforce conference in San Francisco, aims to revolutionize how companies handle customer inquiries. With Agentforce Voice, businesses can customize the AI voices to match their brand's tone and adjust pronunciation for specific words. This level of personalization ensures that AI agents can provide a seamless and natural customer experience.

Customizable AI Voices

One of the standout features of Agentforce Voice is the ability to tailor the AI voices to suit different business needs. Companies can modify the tone, speed, and pronunciation of the AI agents, making them more relatable and effective in customer interactions. Additionally, the system allows customers to interrupt the AI agent during a call, enhancing the natural flow of conversation and improving overall customer satisfaction.

This development reflects the broader trend of voice technology in generative AI. Initially popularized by text-based chatbots like ChatGPT, the evolution to spoken conversations represents a significant advancement in AI capabilities. By integrating voice technology, Salesforce is positioning itself at the forefront of this technological shift.

Integration and Adoption

Agentforce Voice is designed to seamlessly integrate with existing corporate phone systems, including those from major providers like Amazon, Five9, Genesys, Nice, and Ericsson's Vonage. This compatibility ensures that businesses can easily adopt the new feature without disrupting their current infrastructure.

Salesforce first introduced Agentforce in 2024, enabling companies to respond to customer requests via text chats using generative AI. Since its launch, Agentforce has seen over 12,000 implementations, highlighting its growing popularity in the customer service industry. However, despite this success, some analysts remain skeptical about its widespread adoption.

Skepticism and Market Pressure

RBC Capital Markets has noted that investor enthusiasm for Agentforce has waned due to slower-than-expected adoption rates. This skepticism comes at a time when Salesforce is facing significant market pressure. The company's stock has declined by approximately 28% in 2025, fueled by concerns that AI advancements could reduce the need for traditional software solutions.

Adding to the competitive landscape, former Salesforce co-CEO Bret Taylor has entered the AI agent market with his startup, Sierra. Valued at $10 billion, Sierra offers AI agents capable of handling phone calls and has already secured high-profile clients like ADT and SiriusXM. This competition underscores the intense race to dominate the AI-driven customer service market.

Future Developments

Looking ahead, Salesforce plans to provide early access to its Agent Script software in November. This software will allow organizations to further customize their AI agents' responses, offering even greater flexibility and control over customer interactions. This move aligns with Salesforce CEO Marc Benioff's vision of incremental business evolution rather than sudden disruptions.

However, Salesforce's latest earnings report acknowledges the potential for new AI products to disrupt traditional workforce needs. As the company continues to invest in AI technology, it remains committed to adapting to the changing landscape and meeting the evolving demands of its customers.