Telecommunications companies face persistent revenue growth challenges, despite billions invested in 5G infrastructure. A PwC forecast predicts annual revenue growth to diminish to less than 3% by 2029. Addressing this, Salesforce has launched Agentforce for Communications, a new product featuring five prebuilt agents aimed at helping telcos create new revenue streams and reduce operating costs.
"We’ve fully pivoted the company and are embracing Agentforce across every part of our business," stated Meredith Alexander, who leads industry marketing for Salesforce. The solution embeds agentic AI into Salesforce products, leveraging an industry data model to understand customer businesses and industry context. This empowers telco workforces by automating manual tasks such as writing case reports or searching for customer information, freeing up human employees for higher-value activities like building customer relationships.
Agentforce for Communications aims to accelerate revenue and reduce costs by optimizing marketing with hyper-personalized engagement, increasing sales through shorter deal cycles, and improving order delivery. It also focuses on reducing the cost to serve and boosting customer satisfaction. The platform pulls live data from CRM, operations, and business support systems, enabling agents to take instant action, respond in natural language, and leverage deep customer context for immediate solutions.
The five prebuilt agents target key areas of the telco lifecycle: a Billing Resolution Agent for autonomous bill analysis, a Service Level Objective Insights Agent for proactive assurance, Quoting and Site Grouping Agents to accelerate complex enterprise deals, and a Guided Selling Agent to empower field technicians to generate upsell quotes on-site.
Early adopters are already seeing results. Lumen Technologies is reclaiming over 300 hours of productivity weekly, and One NZ has experienced a fourfold increase in engagement. By automating manual overhead, telcos can free up their human employees for complex problem-solving requiring empathy and nuanced decision-making.
Salesforce positions Agentforce as the "glue" to connect disparate legacy systems, enabling telcos to move from "dumb pipes" providers to sophisticated digital service providers. This shift allows for proactive issue resolution, customer-centric pricing, and sales teams focused on customer engagement rather than administrative tasks. The adoption of agentic AI is presented as a critical strategy for telcos to add new services, build on their network assets, and align capital investments with revenue growth.