In our first installment of The Agentforce Advantage: Unlocking AI in Salesforce blog series, we explored how Salesforce’s Agentforce platform can transform customer and patient intake. Today, we’re continuing that journey with a new use case that showcases the power of combining Einstein Bots and Agentforce Service Agents to deliver smarter, more efficient tiered support.
At 10K, we believe AI is most effective when it augments—not replaces—human service. That’s why we’re so excited about the synergy between Einstein Bots, Agentforce, and people-powered customer service. Used together smartly, they can streamline traditional tiered support models while improving both customer satisfaction and service efficiency.
From Traditional Tiers to Intelligent Support
Many organizations still rely on the classic tier 1–2–3 human support model:
- Tier 1: Simple questions and FAQs handled by junior support reps
- Tier 2: More complex inquiries managed by experienced support reps
- Tier 3: Escalations passed to experts or product specialists
This model can work, but it’s resource-intensive and often frustrating for customers, who just want fast, accurate answers.
We asked: How can we make the support experience better for customers using the latest in AI-powered service tools?
The New Tiered Support Model—Powered by AI
Harnessing the power of Salesforce Service Cloud, Omni-channel, Einstein Bots, and Agentforce Service Agents, we built a service flow that is faster, more efficient, and more consistent. Here’s how it works:
- Customer initiates a chat: A customer reaches out for help via web or mobile chat. This is where Einstein Bots step in—providing friendly, fast answers to common questions (password resets, order status, return policies, and more). In other words, the bot becomes your AI-powered Tier 1.
- Advanced requests move seamlessly to Agentforce: If the customer’s question goes beyond the basics, they can choose to engage with a digital agent. At that point, an Agentforce Service Agent joins the chat. This intelligent AI assistant pulls from your company’s data, knowledge base, and past interactions to deliver detailed, contextual responses and actions—acting as your smart Tier 2.
- Human intervention reserved for only the most complex issues: When an issue truly requires a human touch—whether due to nuance, emotion, or complexity—the Agentforce agent can escalate the chat to a live agent. Human support becomes the final tier, not the first line of defense.
This blended model delivers the best of both worlds: scalable automation where it makes sense and thoughtful human engagement when it matters most.
See this use in action:
Business Impact: Reducing Costs and Improving Experiences
By rethinking how AI fits into tiered support, businesses can realize meaningful outcomes:
- Lower support costs by deflecting routine tickets to bots and AI agents
- Reduced Agentforce costs by strategically using Agentforce only where it delivers value, not by default on every support conversation
- Improved customer experience with faster resolutions and smarter responses
It’s a model that works across industries—anywhere you need to deliver fast, effective support at scale.
A Powerful Realization: AI Agents Work Better Together
Perhaps the most important insight from this use case is that Einstein Bots and Agentforce agents aren’t competing tools—they’re complementary. When used in harmony, they create a seamless, intelligent support experience that’s far greater than the sum of its parts.
At 10K, we’re seeing firsthand how AI can be layered thoughtfully to elevate the customer experience without adding complexity behind the scenes.
How to Get Started
Are you contemplating AI use cases that can improve outcomes for your business? 10K has you covered with our Agentforce Activator program. As an early member of the Agentforce Partner Network, we have the expertise and a trusted framework to guide you through the process. The Activator program offers three service levels to meet you where you are in your journey.
Learn more about 10K’s Agentforce Activator program and start your AI journey today.
Suppose you’re not sure where to start and need some help understanding where Agentforce can help you. In that case, 10K offers a free Agentforce discovery workshop. We’ll brainstorm valuable use cases and provide an interactive demo to get the creative juices flowing. Click here to get started.
Wherever you stand, consider us your expert guide to AI success!
Stay Tuned: More Use Cases Coming Soon
We’re just getting started showcasing what’s possible with Agentforce. Keep an eye out for more real-world use cases that demonstrate how Salesforce AI can drive smarter, faster outcomes across your business.
