Salesforce Unveils Agentforce for HR Service to Streamline Employee Support with AI

Technology

Salesforce Unveils Agentforce for HR Service to Streamline Employee Support with AI

Salesforce has launched Agentforce for HR Service, an AI-powered solution designed to simplify HR support and boost productivity by enabling employees to access personalized HR services directly from Slack or the Employee Portal.

The tool integrates with existing HR systems and allows staff to manage tasks such as PTO requests, direct deposit updates, expense submissions, and policy inquiries through natural conversations with AI agents. The goal: reduce administrative burdens on HR teams and give employees faster, self-service access to the information and tools they need.

“Eight in ten HR chiefs believe the future workforce will consist of both humans and AI agents,” said Kishan Chetan, EVP & GM of Service Cloud at Salesforce. “With Agentforce for HR Service, we’re bringing intelligent automation to HR, scaling support while improving the employee experience.”

Salesforce’s own HR team is already seeing results. Using Agentforce within Slack and the Employee Portal, they’ve achieved a 96% self-service resolution rate and managed nearly 10 million search queries without HR intervention. Embedded within the HR Service Console, Agentforce also assists HR reps with AI-generated responses and real-time case summaries.

Key features of Agentforce for HR Service include:

Conversational self-service: Employees can update personal details, request leave, track HR cases, and manage expenses using natural language.
Personalized support: AI responses are grounded in company-specific policies and employee data.
Integrated workflows: Prebuilt MuleSoft integrations unify data from HR systems for accurate, context-aware responses.
Escalation protocols: Sensitive or complex issues are automatically routed to human HR reps.

Nathalie Scardino, President & Chief People Officer at Salesforce, commented, “We’re living proof of how human and AI collaboration can empower employees and transform HR. Agentforce is unlocking new levels of productivity and personalization.”

Already adopted by companies like Indeed, Agentforce is available now as part of the broader Salesforce Service Cloud platform. Full rollout of HR-specific topics and Slack functionality is scheduled for June 2025.