Salesforce launches Help Agent with resolution-based pricing

Salesforce launched its autonomous Agentforce Help Agent to global markets in 2026. The customer service solution operated internally on Salesforce's support portal for nearly two years, processing 4.3 million inquiries with a 70% autonomous resolution rate.

Under the new commercial model, Salesforce charges clients only when the agent resolves a case 100% autonomously. If a user requests a transfer to a human agent or abandons the session due to dissatisfaction, Salesforce charges no fee. The tool is built on Agentforce 360 and uses Salesforce Knowledge alongside drag-and-drop document indexing and URLs for setup.

Early adopters include appliance maker Fisher & Paykel, which doubled its self-service resolution rate, financial institution PenFed Credit Union, and edtech company PowerSchool. The Agentforce Customer Service Portal was also redesigned around a dynamic conversational interface powered by real-time data.

To expand service agents to smaller businesses, Salesforce signed a definitive agreement to acquire Fin, an autonomous AI agent platform used by more than 30,000 small and medium-sized enterprises. The transaction is expected to close in the fourth quarter of Salesforce's fiscal year 2027, subject to customary closing conditions and regulatory approvals.