Personal Agents Will Drive More Contact Center Traffic Than They Offset
Salesforce, Monday, October 19th, 2026
Salesforce argues consumers' personal AI agents will add more contact center traffic than they remove.
Salesforce says consumers are handing tasks like cancelling subscriptions and booking reservations to personal AI agents.
Many of these tasks can be done through websites, APIs or a business's own agent, but some still require a call.
Personal agents may lack the full customer relationship or hit security checks meant to block bots.
Salesforce argues that because agents never tire of waiting on hold, they will drive more contact center traffic than they offset.