Salesforce has unveiled a suite of AI agents tailored specifically for telecommunications operators, aiming to enhance operational efficiency and improve customer service. The new service, named Agentforce for Communications, includes pre-built AI options designed to automate routine tasks and alleviate the burden on staff.
Among the offerings is a dedicated Service Level Objective (SLO) Insights Agent, which aids teams in troubleshooting customer service issues related to fiber uptime and repairs. This agent can analyze real-time network usage, allowing staff to access detailed compliance trends and identify root causes of failures. Salesforce asserts that this tool facilitates a transition from a reactive service model to a proactive “data-driven assurance” approach.
In addition to the SLO Insights Agent, Salesforce’s Agentforce includes several other specialized tools: a billing resolution agent aimed at customer service representatives, a quoting agent for sales, a site grouping agent for large deals, and a guided selling agent to assist field representatives. These agents are designed to improve efficiency across different departments within telecom organizations.
Companies such as One NZ and Lumen Technologies have already begun utilizing these AI tools, reporting significant time savings for their staff. “Our AI assistant uses real-time data to handle everything from balance inquiries to plan switches, resulting in a 4x increase in engagement over traditional digital and physical channels,” stated Summer Collins, chief AI and data director at One NZ. Similarly, Ryan Asdourian, EVP and CMO at Lumen, noted that the AI agents have helped save “more than 300 hours of productivity for our teams every week”.
The launch of these AI solutions comes at a critical time for the telecommunications sector, which is currently navigating a “revenue paradox.” According to Salesforce, telecom operators have invested heavily in 5G infrastructure and digital experience projects, only to find that their revenues have stagnated. The firm highlighted that industry growth is projected to slow to 2.9% by 2029, raising concerns over long-term revenue sustainability.
Salesforce posits that automation may provide a solution to this challenge. By equipping telecom teams with AI-driven tools that minimize manual labor and streamline operations, the company aims to enable operators to work more efficiently and effectively manage customer interactions. The custom agents within Agentforce have been created using a wealth of internal data, ensuring they possess deep context regarding customer service and billing histories.
“Agentforce for Communications’ industry-specific agents are customized specifically for the telecom industry, built on almost three decades of industry expertise,” the company proclaimed. David Fan, senior vice president and general manager for communication at Salesforce, emphasized the goal of helping telecom operators “work smarter by connecting every part of their business” through the Agentforce platform.
Fan remarked, “Whether it’s resolving billing disputes, managing subscriptions, or accelerating complex B2B quotes, we’re enabling telecom companies to compete in the AI era by improving efficiency, driving growth and freeing teams to focus on what matters most.” As the telecommunications landscape continues to evolve, these innovations may prove pivotal in reshaping how operators engage with their customers and streamline their internal processes.
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