AI Cuts Costs by 30 Million Won: Salesforce Unveils Its AI Strategy

[Financial News] Salesforce held AI x CX Festa 2026, showcasing its strategy for introducing agentic AI across AI contact centers, voice services and employee services, along with real-world adoption cases from major Korean companies. As agentic AI becomes increasingly important for identifying customers’ hidden intentions in real time and autonomously taking the best course of action, Salesforce aims to support the rapid transition to agentic contact centers.
According to industry sources on the 3rd, AI x CX Festa is Salesforce’s annual conference for business leaders and practitioners in customer service and customer experience (CX). This year’s event focused on “creating performance in the service sector through collaboration between AI and people,” highlighting a next-generation customer service operating model in which AI agents go beyond simply assisting with tasks to make decisions, take action and collaborate with people.
Lee Jung-hoon, a team leader at Korea Management Association Consulting (KMAC), outlined the current state of AICC adoption in Korea and the key challenges companies face in transitioning to agentic AI. He also introduced a new customer service operating model in which AI and customer service representatives work together, as well as strategies for customer experience innovation.
Oh Jae-kyun, head of the Digital Solutions Engineering Division at Salesforce Korea, predicted that contact centers would evolve into agentic contact centers. In the past, agents had to move between multiple screens and systems to check customer information themselves. Going forward, AI will understand customer data and the context of each task, collaborate with agents, and support everything from customer interactions to follow-up work.
The event also introduced strategies for implementing agentic contact centers in real-world service environments. The key is to connect the entire customer service process—from self-service and agent assistance to voice-based interactions—so that AI and people can work together to resolve inquiries.
Salesforce presented practical implementation know-how based on Agentforce, showing how AI can handle everything from classifying and routing requests to summarizing consultations and processing follow-up tasks. It also unveiled a new outcome-based pricing model in which customers pay only when their issues are actually resolved. This offers Korean companies concerned about return on investment (ROI) a practical way to lower the barriers to adopting AI.
The event also revealed cases in which Korean companies used AI and data to enhance customer interactions in real-world service settings. Shinshin M&C, a company specializing in the installation and management of payment systems, converted more than 500 unanswered calls received each day into Salesforce service cases. By using list-view management, task and Slack notifications, and cross-team collaboration based on case swarming, it established a system that prevents missed responses. As a result, the company saved 30 million won in advertising costs during its first month of adoption.
Salesforce also showcased Agentforce Voice, which provides AI-powered, real-time voice interactions and agent assistance. In addition, it presented cases in which repetitive internal requests—such as IT incident reports and inquiries about HR policies—were automated using IT service management (ITSM) and human resources (HR) services.
[email protected] Jang Min-kwon Reporter