Join our daily and weekly newsletters for the latest updates and exclusive content on industry-leading AI coverage. Learn More. Just seven or eight months ago, when a customer called in to or emailed Baca Systems with a service question, a human agent handling the query would begin searching for similar cases in the system and analyzing technical documents. This process would take roughly five to seven minutes; then the agent could offer the “first meaningful response” and finally begin troubleshooting. But now, with AI agents powered by Salesforce, that time has been shortened to as few as five to 10 seconds. “That’s a big [reduction],” Andrew Russo, enterprise architect at Baca Systems, told VentureBeat. He emphasized that, “for us, it’s not about how do we eliminate headcount, reduce staffing. Our goal is, how do we make sure the customer is back up and running as quickly as possible?”Closing time gaps, delivering faster time to resolutionBACA Systems, a Michigan-based robotics manufacturing company, first implemented Salesforce in 2014, eventually adding Service Cloud to replace its “vanilla, or maybe more like strawberry ice cream, basic service cloud,” Russo explained. The company then did a “giant digital transformation” in 2021, bringing on Salesforce’s enterprise resource planning (ERP) platform. Team members soon began working with predictive AI for sales and manufacturing forecasts; then the company evolved to AI agents, implementing Salesforce’s Agentforce within the last year. An initial key use case was service calls

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