OpenTable uses Salesforce's AgentForce AI to handle customer service at scale: 60,000 restaurants, 1.7 billion seats filled yearly. The AI answers questions in natural language instead of pointing to articles, cuts down costly escalations, and lets human agents focus on harder problems.
Questions this video answers
60,000 restaurants.
1.7 billion seats filled per year.
September 17, 2024.
Chapters
We service the hospitality industry. We've got a lot of people to help. 60,000 restaurants, 1.7 billion seats filled a year. It's a lot to do. Challenge there is that we are delighting both restaurants and diners who have very high expectations. That's really the bottom line. People don't want to wait to get their questions answered. What would happen if the diners aren't getting what they need now? They're angry. Hey, you sloughed me off to a bot. It didn't answer me and I'm grumpy. And so now when you have that interaction with the human agent, we have to dig ourselves out of the hole. Maybe we answer the question very quickly, but they're always going to remember, hey, that didn't work out well the first time. The dream that I have is that agent force answers more questions more quickly. Success with AgentForce is deflecting the questions that our customers have. So if you were things get escalated to a human. The diners are getting their questions answered quickly and we're able to take care of it without human resource. At the same time, we're looking to let restaurants do what they do best and be the ultimate restaurant platform. Agent force allows our agents to effortlessly deliver fantastic service to our restaurants and diners. Everything's right there for them.
So if a customer goes to our website needing help and they can start a chat, they'll get our agent force service. Agent.
A diner might ask, how do I search for an Italian restaurant for two on Friday night?
So we see this great response personalized to their question about Italian food.
With agentforce, it is a natural language interaction. So the diner or the restaurant says something and they get an answer to their question, not an article to go read.
So it's hooked up to our knowledge base in salesforce, we can tell it what information to what not to show.
It seems so seamless to set up. You don't even need to know how to input code or anything.
Just simple prompts can get us all the way here.
AgentForce can also summarize case history, contact history, get all of the customer data right at their fingertips. The ability to tailor a customer's experience without giving agentforce specific instructions is gonna save our operations team so much time.
AgentForce can answer a thousand questions all at once. And so that's something that no amount of humans can do. They can do more than just answer questions. They can take actions and get things done. Having agent forest take on more and more responsibility, getting into some more complex questions with both diners and restaurants. It helps us be better. If today we are talking to restaurants for 10 minutes at a time, cutting that by two minutes is huge for us. Any minute saved is another bit of time that I have for my agents to have a more meaningful conversation with AgentForce. It's about empowering our team members to effortlessly deliver fantastic service to our restaurants and diners and make sure that they are getting the most out of OpenTable. That's what success is for us, Ra.
