FIFA media accreditation support agents
FIFA used Agentforce agents to answer media questions and assist accreditation for World Cup journalists and broadcasters.
Author: Salesforce
What was done
FIFA deployed two Agentforce agents for FIFA World Cup 2026 media operations: a self-service agent named Charlie for media FAQs and an accreditation agent for application support. Data 360 grounds answers in journalist profiles, ID documents, organization affiliations, Service Cloud cases, knowledge articles, and operational data. The accreditation agent assists with document review, applicant ID checks, translation, and response drafting before FIFA staff make final decisions. Salesforce reports 3,600 chats in the first 45 days, 85% autonomous FAQ resolution, 1,000 estimated rep hours recovered, and a 5,000-case accreditation backlog cleared in three weeks.