CX Today Inside Agentforce Contact Center: The New "AI Plus Human" Workforce
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Mar 26, 2026 Gautam Vasudev, SVP leading Agentforce Contact Center at Salesforce, explains the new CRM-native approach to AI plus human service. He discusses where AI shines (high-volume, low-risk queries) and when humans must step in for complex, high-stakes cases. He also covers changing frontline roles, governance for AI agents, and the key metrics teams should watch.
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Treat AI Agents As Workforce Not Cost Cutters
- Do treat AI agents as part of your workforce and measure them alongside humans.
- Gautam Vasudev warns you pay double when AI fails because customers will escalate to humans, so track cost, CSAT and revenue together.
AI Handles Routine High-Volume Queries
- AI works best for high-volume, low-risk, repetitive queries like order status and store hours.
- Gautam contrasts that with high-stakes domains such as healthcare and finance where customers still demand human assurance.
AI Creates Breathing Room For Empathetic Agents
- Shifting routine work to AI gives human agents breathing room to be more empathetic and effective.
- AI can summarize conversations and enable seamless handoffs so reps start with better context and higher CSAT.