Trustpilot put a Salesforce AI agent on support. Case handling time fell 45%.
Trustpilot says so in a Salesforce customer film. The reviews site ran "four, possibly five" customer relationship management (CRM) systems, and support carried a large backlog of cases.
Salesforce says it consolidated five CRMs on Salesforce and built an AI agent called Agent Sam with Agentforce, Salesforce's agent-building tool. The team says the build began about nine weeks before Dreamforce, Salesforce's annual conference, and Sam went through 10 or 11 versions before customers used it.
Sam offers self-help first. When a ticket is needed, it collects the details and logs it for the human team. "We've reduced our case handling time by 45%," Trustpilot says in the film. "All of that helped us get from a backlog to no backlog."
The film gives no project cost and does not say what the 45% measures. Handling time usually counts the minutes staff spend on a case. An agent that gathers details first can cut those minutes without cutting the total work needed to solve the problem. The figures are Trustpilot's own; the film cites no outside audit.
Which did the work here: the CRM consolidation, the agent, or both?
🎥 Video: Salesforce, official YouTube channel, 9 Oct 2026 · narration: AI voice
What the captions say
- Trustpilot's support agent is called Agent Sam.
- Trustpilot connects over a million businesses with consumers.
- It was running four or five separate CRMs.
- It moved to Salesforce and built Sam in Agentforce.
- Sam went through 10 or 11 versions before launch.
- Sam handles simple requests and logs real tickets.
- Case handling time fell 45%, Trustpilot says.
- The backlog is gone. Four more agents are planned.