Salesforce: 7 out of 10 customer services managed by AI agents

Daily usage of AI agents is on the rise: Salesforce claims that nearly eight weekly sessions per employee are now recorded, and seven out of ten support interactions are handled autonomously. The company reports over five million conversations managed by AI agents on its help site in August 2026, while customer escalations remain stable. At the same time, deployment is accelerating, and agents are becoming more versatile.

Majority of Automated Customer Support and Rising Weekly Usage

Salesforce reports that today, seven out of ten customer service sessions are autonomously handled by AI agents. Weekly sessions with these agents have tripled over the past year, reaching nearly 8 sessions per week, even as the volume of customer escalations remains stable. At the beginning of 2024, no support sessions were assigned to autonomous agents, according to Salesforce. In August 2026, the company reported over 5 million conversations processed by AI agents on help.salesforce.com, compared to 2.4 million managed by human agents. Salesforce attributes this increase to measurable ROI, alongside greater employee adoption and rising customer satisfaction.

Retail and Travel Accelerate, with +60% Agent Production by Year-End

In retail and travel, Salesforce observes a 60% increase in agent production between November 2025 and January 2026 in preparation for year-end peaks. These consumer-oriented sectors are distinguished by rapid deployment and more intensive usage, particularly during holiday periods. Salesforce also identifies two operational adoption strategies based on the requirements of consistency and workflow, noting that support provided by agents increases during peak activity periods in consumer industries.

Industrialization: More Agents in Production and Shorter Timelines

The average number of AI agents per organization has increased from 5 to 13, and Salesforce specifies that the average in production rose from 5 in February 2025 to 13 in April 2026. Meanwhile, the time required to create an agent is decreasing: it has dropped by 53% to an average of 1.9 days, down from 4 days at the beginning of 2025. Since February 2025, Salesforce also reports a threefold increase in weekly sessions initiated by employees. More generally, the publisher indicates that the number of active agents has tripled over the year, and the average number of activated agents per organization has seen an increase close to threefold since 2025.

Increased Capabilities: 350% Improvement and More Actions per Agent

Salesforce reports a 350% improvement in the capabilities of AI agents and mentions systems capable of managing complex, multi-step business logic across various environments. This evolution is also reflected in the volume of actions: in 2025, an agent performed an average of 2 distinct actions, compared to 4 now. In retail, the average reaches 9 unique actions per agent, a level higher than the overall average reported by Salesforce.

Scope of the Study and Operational Recommendations

The Agentic Enterprise Index 2026 corresponds to a study conducted by Salesforce, based on the examination of AI engagements in production over five consecutive quarters across 400 companies. This study is enriched by a survey conducted with approximately 5,000 participants across nine major markets. Beyond the metrics, Salesforce suggests developing a more flexible digital workforce by assigning related tasks to agents and integrating these agents into the communication channels used daily, leading to an increase in employee sessions.