How Reddit Uses Agentforce to Deflect 46% of Advertiser Support Cases

Reddit operates one of the largest online communities in the world, and its advertising business — particularly its SMB advertiser segment — requires a support model that can handle high volumes of technical queries from users unfamiliar with advertising platforms. Campaign setup, billing questions, pixel misconfigurations, and compliance reviews were generating significant support load, but the complexity of advertising jargon and multi-step processes made self-service difficult. Reddit's previous Einstein chatbot deflected only 13% of cases, leaving the majority to human agents.

Reddit partnered with Salesforce and implementation partner Neuraflash to deploy Agentforce across its Ads Help Center. Before launch, the team ran hundreds of real advertiser questions through the system, fine-tuning prompts until responses were consistently correct. Agentforce was grounded in real-time Reddit advertiser data via Salesforce Data Cloud, with Service Cloud handling case management and Experience Cloud powering the help centre interface. The agent handles multi-step natural conversations — diagnosing pixel misconfigurations, walking through campaign setup, explaining billing, and seamlessly handing off to a live rep when the issue exceeds its scope.

The results compared directly against the prior Einstein chatbot showed a step-change improvement. Case deflection more than tripled: from 13% to 46% handled entirely by AI agents. Resolution time fell 84%, from an average of 8.9 minutes per case to 1.4 minutes. Live support representatives saved 760 hours per year. Advertiser satisfaction scores rose 20% and customer satisfaction rates improved 5%. The system also handled a 5x increase in case volume without adding headcount.

Reddit was featured in Salesforce's October 2025 Agentforce 360 announcement as a flagship enterprise deployment, reflecting the scale and reliability the implementation reached in production.