Customer Service Automation
Adecco needed to scale high-volume recruitment across multiple countries, reduce time-to-deliver, improve fill rates, expand candidate access outside working hours, and automate repetitive recruiter tasks while maintaining human oversight and compliance in hiring.
Reported impact
Adecco reports faster hiring, stronger fill rates, improved candidate access and flexibility, and more recruiter time for relationship-focused work, while scaling a consistent recruitment model across multiple countries.
Adecco implemented an AI-enabled recruitment operating model that uses agents across seven stages of the hiring lifecycle, including pre-screening, talent pool management, recruiter support, customer service, onboarding, and voice interactions. Candidate conversations are handled at scale through always-on agents, with 51% of interactions occurring outside traditional working hours. A named Redeployment Agent re-engages candidates shortly after assignments end, captures feedback, and builds a personalised profile for future opportunities so workers can be matched again more quickly. Adecco says its broader agent rollout is supported by strategic partnerships, including Salesforce Agentforce deployments in six countries and Orbio AI in Latin America for enterprise and large-workforce recruiting. The agents automate pre-screening, shortlisting, and workflow coordination, then route recruiters toward higher-value relationship work. Governance is part of the implementation: bias auditing, candidate notification, human review rights, GDPR-aligned processing, and ongoing human oversight are explicitly built into the operating model.
Candidates interact with Adecco's AI agents during pre-screening, customer service, onboarding, voice, and recruiter-support workflows. The Redeployment Agent follows up after assignments end, captures feedback, and updates candidate opportunity profiles. Those interactions feed recruiter workflows for shortlisting and coordination, while human recruiters retain oversight and can review decisions. Salesforce Agentforce and Orbio AI support these flows in the markets where Adecco has deployed them.
"Adecco has deployed AI agents across seven distinct stages of the recruitment lifecycle, covering pre-screening, talent pool management, recruiter support, customer service, onboarding and voice capability."
"Adecco has now recorded 1.2 million candidate-agent interactions – including 250,000 fully completed interviews across 50,000 jobs"
"In Latin America, Adecco has partnered with Orbio AI, an AI HR system for enterprise and large workforce."
"In lead markets, this transformation has helped cut time-to-deliver by 50% and drive fill rates above 80%, while achieving customer satisfaction scores of 4.3 out of 5."
"One of the most distinctive innovations is Adecco's Redeployment Agent. Rather than leaving candidates to restart their search when an assignment ends, it proactively reconnects within days, captures feedback and builds a personalised profile of future opportunities."
"The Adecco Group announced its intention to scale agentic AI at speed with an unlimited Salesforce Agentforce license agreement in March 2026, and has since deployed agents in six countries with Salesforce."
"These agents are also changing how Adecco's recruiters work, automating repetitive tasks such as pre-screening, shortlisting and workflow coordination"
Review how this reference was scored and trace each normalized claim back to its documented source.
Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
Related
Salesforce Sample Jan 10, 2024 Iron Mountain Iron Mountain's support agents had to swivel between apps and manually search the knowledge base to answer cases, which increased backlog, slowed order handling, and limited the value of large amounts of customer data. 70% decrease in chat abandonment from 5% to 1.5% Einstein 1 platform · Einstein AI · MuleSoft 
ServiceNow Sample Modified · Oct 7, 2026 Thrive Thrive needed a scalable managed-services operating model for SMB customers, but repetitive ticket triage, fragmented customer collaboration, and slow access to context were consuming engineer time and delaying issue… 21,000 hours of manual work saved AI Agents · AI Control Tower · Action Fabric Salesforce Sample Sep 3, 2026 California Department of Motor Vehicles The CA DMV needed to replace legacy, siloed licensing and service systems with an omnichannel platform that could handle identity services for tens of millions of residents while cutting wait times, manual paperwork,… 175+ field offices CRM Analytics · Experience Cloud · MuleSoft 