AT&T Cuts Sales Cycle with Salesforce's AI-Powered Upgrade Experience

AT&T is revamping its in-store phone upgrade experience using Salesforce's Agentforce technology. This AI-driven system aims to reduce the sales cycle from over 30 minutes to just 10 minutes, making it faster and more efficient for customers.

The current process requires AT&T experts to manually search through multiple systems for customer information, which adds time to the interaction. With Agentforce, a Briefing Agent provides personalized insights at a glance, while a Cart Optimization Agent recommends relevant devices and offers based on the customer's history and needs.

Behind the scenes, Salesforce connects real-time customer data with Agentforce reasoning, embedding trusted agentic intelligence directly into AT&T's retail workflow. The technology is already showing promising results, with AT&T aiming to cut its sales cycle by 67% within a few months.