How is Agentforce Voice different from an IVR?
A traditional IVR uses fixed menus. Agentforce Voice uses natural language processing to understand context, intent and sentiment, so callers can just say what they need.
| Traditional IVR | Agentforce Voice | |
|---|---|---|
| Caller experience | Press 1, press 2 | Natural conversation |
| Data | Limited lookups | Real-time CRM data; can update records |
| Handoff | Transfer, often without context | Transfer with conversation history and customer context |
Where does Agentforce Voice work?
Salesforce lists phone, web, mobile, messaging and employee apps, using one build for text and speech.
How is voice usage priced?
Voice runs on Flex Credits. Salesforce says voice actions use different usage types and multipliers from other actions; the Agentforce Rate Card has the details.
See the pricing guide for how to estimate usage.
When is a voice agent a good fit?
When a large share of calls are routine and can be resolved with data you already hold in Salesforce, such as appointment changes, order status or account questions.
- List your top call reasons and how each is resolved today.
- Make sure the records and knowledge those answers need are accurate.
- Define which situations always go to a person.
Frequently asked questions
Can Agentforce Voice hand a call to a person?
Yes. Salesforce says it identifies complex or emotionally charged situations and transfers the call to a live agent with the conversation history and customer context.
Does it work with our CRM data?
Yes. It is built on Salesforce CRM data and can read records, update them and trigger automated workflows.
Need help with Agentforce?
We help small and mid-size businesses choose a first Agentforce use case, prepare their Salesforce data, build and test the agent and train the team. See our Salesforce Agentforce consulting page, or our Salesforce guides and FAQs.