Engine, a travel platform with 1,000 employees, built an AI assistant called Ava in 12 days using Salesforce's AgentForce. Ava now handles 50% of support cases, cutting cancellations and freeing human agents for complex work.
Engine was a company going through explosive growth.
There's now 1,000 of us inside the company. It's just scaled tremendously. We're a modern travel and spend management platform. It's a very big space, very ripe for disruption.
Members of our support team were doing 300 cancellations a day.
We were all doing the best we could with the tools and resources we had available to us at the time.
But there was still only so far you could go with that. You simply need something that is ubiquitous that everything can tie into. Salesforce is the operating system that makes it seamless. It's the platform that the world runs on.
We had the use case, we had the right partner, and Demetra and I just had the willpower. We're gonna get this thing done.
We built what's now called Ava, Engine's virtual assistant, in 12 days. The first few days were spent just opening up Agentforce Builder, typing in prompts.
We tried to break it every which way we could before we put it in front of customers.
I've worked with chatbots in the past and agents are just a lot different. Trailhead makes it very easy to start learning, and that allowed us to develop Eva very quickly. We track how many of our cases are actually handled by Eva, and we are at 50%. She could now recall information about a booking, answer people's questions about their reservations, saving the reps so much time so that they can focus on things that really matter.
Now we have 5 agents helping across the company, whether that's customer-facing or employee-facing. Agentic AI is It's only as powerful as the systems that you connect it to. Making sure it's rooted and connected to the right data is mission critical.
Data360 is at the heart of our infrastructure. Without it, we wouldn't be unified.
And for customers, you're getting what you want faster. Slackbot now is essentially an extension of the knowledge base. New people can go into Slackbot and say, "Who does this?" and "Where would I find that?" Having our entire knowledge base in Slack in a moment's notice It's a game changer.
Slack Bot truly is the ultimate teammate.
5 years ago, the question always was, is this possible? Can we do that? And now it's like, of course we can.
Having AgentForce, Data360, Tableau, and Slack integrated in one system is just extremely efficient.
It's no longer humans versus agents. It's humans with agents.
CSAT goes up, costs to deliver go down, customers are happier, we're getting them answers faster. What's the trade-off? There's no trade-off.
You can feel it from everyone every person at Enjin. We all actually believe in this agentic enterprise.
This is an incredible opportunity for all these businesses. If you run on Salesforce today, I mean, you're nuts if you don't.
