DenmarkTechnology and telecom2026 – ongoing

Trustpilot

Sam, an Agentforce support agent, and AI lead research

Trustpilot's AI agent Sam deflected 28% of support cases and the support backlog fell 99%

WorkingVendor case studyVendor ↗

Problem

Trustpilot's support team carried a large backlog of customer cases. Its sales staff also spent time on manual lead research.

Approach

Trustpilot deployed Sam, an Agentforce-powered support agent, in eight weeks. Sam authenticates users, resolves routine inquiries and routes complex cases to reps. Sales staff also use Agentforce for lead research.

Results

28%share of support cases deflected by the AI agent Sam, per SalesforceVendor case study[1]

99%reduction in the support backlog within six months, per SalesforceVendor case study[1]

90%decrease in time spent on manual lead research with Agentforce, per SalesforceVendor case study[1]

Takeaway

Routine inquiries went to the agent, so reps could work through the backlog of harder cases.

Sources

From higher win rates to faster service, Trustpilot's Agentic Enterprise delivers org-wide impact
Salesforce12 Aug 2026Vendor publication

Source summaries

[1]Salesforce12 Aug 2026

The story describes Trustpilot's use of Agentforce in support, sales research and Slack. It reports that the agent Sam deflected 28% of support cases, the support backlog fell 99% within six months, and manual lead research time fell 90%.

Full details are in the original sources.

Added 4 Nov 2026 · Updated 4 Nov 2026