Agentforce Voice at Dreamforce 2025

Transforming Service and Support with Intelligent Voice Interactions

We’ve all experienced it. You call your bank or credit card provider to resolve a straightforward issue, only to be greeted by a robotic voice instructing you to “Press 1 for account information” or “Press 2 for payments.” After navigating a maze of menus, you are placed on hold, waiting for a human agent. This is the reality of traditional IVR systems: rigid, inefficient, and increasingly misaligned with modern customer expectations.

Now imagine a different experience. Instead of being trapped in voicemail jail, you speak naturally: “I need to update my payment method.” An AI-powered voice agent immediately understands your intent, securely retrieves your account details, and completes the request in seconds. Agentforce Voice transforms outdated phone trees into intelligent, conversational experiences that resolve issues faster and with far less friction.

At Dreamforce 2025, Salesforce introduced Agentforce Voice as a major leap forward in the evolution of service and support. By bringing agentic AI to the voice channel, Agentforce Voice replaces menu-driven interactions with smart, personalized conversations that adapt in real time. The result is lower operational cost, faster resolution times, and improved customer experience.

In this blog, we’ll explore the core capabilities of Agentforce Voice, highlight its most impactful features and benefits, and examine a use case from the homebuilding industry.

What is Agentforce Voice?

Agentforce Voice is designed to modernize and elevate customer conversations beyond the limitations of traditional phone systems. It brings agentic AI to the voice channel, enabling organizations to move from static, rules-based call flows to dynamic, intent-driven conversations.

Built natively on the Salesforce platform, Agentforce Voice integrates seamlessly with Service Cloud and leading telephony providers such as Amazon Connect, Five9, Genesys, and Vonage. This tight integration allows enterprises to automate high-volume voice interactions while maintaining continuity with the broader customer journey.

From Menu-Driven to Conversational: Taking Customer Service to the Next Level

Traditional IVR systems are optimized for call deflection, and rely on predefined menus that force customers to translate intent into button presses. The moment a request deviates from the script, they break down. Agentforce Voice enables natural, conversational engagement that mirrors how customers actually speak.

Natural, Human-Like Voice Experiences
Customers speak naturally, without navigating menus or prompts.

Benefits: Higher satisfaction, faster issue resolution, reduced abandonment.

Context-Aware Conversations Across the Customer Journey
Voice interactions are grounded in CRM data, history, and entitlements.

Benefits: No repetition, no re-authentication loops, seamless omnichannel continuity.

Consistent Service Across Voice, Web, and Mobile
Voice agents behave consistently regardless of channel.

Benefits: Lower maintenance costs and a unified brand experience.

Agentforce Voice moves voice support from a cost center focused on deflection to a strategic engagement channel. Customers get faster resolution, while businesses gain higher customer satisfaction, and more efficient service operations.

How Agentforce Voice Delivers These Capabilities

Agentforce Voice moves beyond basic call automation to deliver intelligent, action-driven voice experiences at enterprise scale. The following features illustrate what sets it apart from traditional IVR and standalone voice bots.

1. Native Salesforce CRM & Data Cloud Integration: Enables real-time access to customer data during live conversations.
2. Low-Latency Conversational AI Engine: Ensures fast, natural dialogue without awkward pauses.
3. Action-Driven Agentic AI: Voice agents can update records, trigger workflows, and invoke APIs during calls.
4. Intelligent Human Escalation: Emotion and complexity detection ensures seamless handoff with full context.
5. Unified Low-Code Agentforce Builder: One platform to build, deploy, and scale voice agents across channels.

How a Leading Homebuilder Transformed Customer Support with Agentforce Voice

Agentforce Voice modernizes how organizations engage with customers over the phone. From faster resolution and improved customer satisfaction to scalable, always-on support, these outcomes are clear.

An example is Lennar Corporation, one of the largest homebuilders in the US. By implementing Agentforce Voice, Lennar modernized its service operations while maintaining the personalized experience expected in its industry.

Key benefits:

• Faster Resolution and Reduced Wait Times

Customers receive immediate, intent-driven responses without navigating complex menus or enduring long hold times, improving first-contact resolution.

• Scalable 24/7 Support

Routine inquiries are automated and handled at scale, enabling Lennar to manage peak demand without increasing staffing costs while maintaining continuous availability.

• Personalized, Context-Aware Experiences

Deep integration with Salesforce CRM enables conversations grounded in customer history and context, driving higher satisfaction, trust, and loyalty.

• Consistent Multichannel Brand Experience

A unified voice experience across channels reinforces a professional, cohesive brand presence customers recognize and rely on.

• Increased Agent Productivity

By automating repetitive service tasks, human agents are freed to focus on complex, high-value interactions, improving both efficiency and service quality.

Lennar designs, constructs, and sells residential communities across 30 states, supporting a broad and diverse customer base. After deploying Agentforce Voice, the company saw accelerated resolution times and measurable improvements in customer experience.

Balaji Viswanath, Vice President of Technology at Lennar, explains: “By leveraging Agentforce Voice’s deep Salesforce integration, we have accelerated resolution times and significantly improved customer satisfaction with natural, context-aware AI conversations.”

This use case demonstrates how Agentforce Voice moves beyond call deflection to deliver tangible operational and customer experience outcomes at enterprise scale.

To learn more, watch the video “Behind the Build: Winning Playbook with Lennar.”

What Sets Agentforce Voice Apart from Traditional IVR

Traditional IVR systems are built to route calls; Agentforce Voice is built to resolve them. Instead of forcing customers through scripted menus, it understands spoken intent and takes real-time action by securely accessing CRM data, executing workflows, and escalating to human agents with full context when needed.

Deep integration with Service Cloud Voice and telephony platforms transforms legacy phone infrastructure into an intelligent, always-on service channel. The result is faster resolution, higher contact center efficiency, and a consistently better customer experience, without increasing operational overhead.

The Next Generation of Service and Support

Agentforce Voice is a clear transition toward autonomous, AI-driven service experiences. As a Salesforce Summit Partner, we help organizations design, deploy, and scale Agentforce Voice to deliver measurable improvements in resolution speed, customer satisfaction, and operational efficiency.

When you’re ready to modernize your voice channel and move beyond traditional IVR, we’re ready to help you take the next step. Connect with us at info@infogain.com or visit our website.

References

Agentforce Voice: AI Voice Agents for Every Channel

Learn About Agentforce Voice

Vonage Unveils First-of-its-Kind AI and Network Innovation at Dreamforce 2025

Demo Videos

How Agentforce Voice Enables 24/7, Human-Like Conversations Over the Phone

Architecting AI Voice Experiences with Agentforce Voice

Behind the Build: Winning Playbook with Lennar