Introduction: A Smarter Path Beyond Traditional IVR
Recently, we explored how an AI voice agent could transform customer support by replacing rigid IVR (Interactive Voice Response – press 1 for this, press 2 for that, etc) menus with natural conversations. That solution opened eyes to what was possible, but it also highlighted an important reality. When your support experience lives outside Salesforce, every step of the interaction requires extra plumbing, integration effort, and maintenance.
Now, with the general availability of Salesforce’s native Agentforce Voice capabilities, the experience is entirely different. The conversational intelligence sits directly on top of Service Cloud. The data, the case workflows, the knowledge articles, the authentication steps, the call logs, the escalation logic. It all lives in one place.
This evolution allows companies to deliver faster, more accurate, more connected support from the moment the customer picks up the phone. And with industry research showing operational cost reductions of 20-30% and customer satisfaction levels improved by 30% when adopting AI-powered customer service solutions, now is the time to act.
The Challenge: Scaling Tier 1 Support Without Scaling Costs
High-volume support organizations all face the same pressure. Most inbound calls land in Tier 1, where customers describe common errors, ask basic troubleshooting questions, and expect immediate availability and quick guidance. Human agents spend a disproportionate amount of time on these common issues, which slows down response times for higher-priority cases and increases operational expense.
IVR menus introduce friction. Long wait times frustrate callers. And after-hours calls usually result in voicemail or delayed follow-up.
Teams need a way to provide fast, always-on help that connects seamlessly to their Salesforce data. Anything short of that leads to customer effort and internal inefficiency.
The Solution: Conversational Voice Support Connected Directly to Salesforce
10K’s new Agentforce Voice Support Agent brings the entire support experience inside Salesforce. Instead of navigating menu trees or waiting on hold, callers speak naturally and receive instant, intelligent help.
The voice agent authenticates callers, retrieves Service Cloud records, searches Knowledge, and guides customers through step-by-step troubleshooting. And because it sits natively on the Salesforce platform, it can automatically create, update, and close cases with full context.
This creates a smooth, modern support experience that feels both personal and efficient.
See the Experience in Action
How It Works: From Hello to Resolved in Minutes
Native Voice Routing
Inbound calls are routed directly to the Agentforce Voice Agent, which greets the customer and listens for intent.
Secure Caller Verification
The agent authenticates the customer using Salesforce data, then pulls up their Contact and Account records.
Intelligent Issue Resolution
When a customer reports an error, the agent searches Knowledge, identifies the right troubleshooting steps, and delivers clear, conversational guidance.
The agent patiently guides the customer step-by-step through the resolution, moving at the customer’s pace. This is a much more human-like experience opposed to simply reading back the steps of a knowledge article.
Automated Case Management
Once the issue is fixed, the agent logs call details, closes the case, and credits the AI agent for resolution in Salesforce reporting.
A Human Before You Need One
If the issue becomes complex or the customer requests a person, the agent can route the call to a human rep with full context already captured.
The result is a connected, end-to-end support interaction that feels natural for the customer and efficient for the business.
The Impact: Faster Answers, Lower Load, Happier Customers
Organizations adopting voice AI support agents are seeing measurable improvements across their operations. Research from Market.biz highlights how quickly voice AI is shifting customer service performance:
- A major telecom operator saw a 35% reduction in call handling time after implementing voice AI
- Customer satisfaction increased by 30% following the rollout of voice AI solutions
- Waiting times dropped by up to 50% when voice agents replaced traditional call queues
- Businesses report 20 to 30% reductions in operational costs thanks to more efficient AI-driven support
And the urgency is real. By 2026, an estimated 80% of companies will integrate AI-powered voice technology into their service operations. If you are not already planning for voice AI, competitors will be gaining efficiency and customer satisfaction advantages while you play catch-up.
Closing: Accelerate Your AI Journey With a Trusted Guide
Are you contemplating AI use cases that can improve outcomes for your business?
10K has you covered with our Agentforce Activator program https://10kview.com/agentforce-activator/. We have the expertise and a trusted framework to guide you through the process. The Activator program offers service options that meet you where you are in your journey. Consider us your expert guide to AI success.