Pearson leaders explain how they use Salesforce's Data Cloud and Agentforce to serve lifelong learners in education and workforce training. The partnership handled 400,000 inquiries yearly and deflected 24,000 calls in six weeks, while keeping human support central to emotional learner outcomes.
You're born to learn, you're always learning throughout your whole life.
And Pearson is directly involved in supporting all of those different aspects of learning. Pearson's a 181-year-old company helping millions of learners achieve the life they imagine. From virtual schools and higher education to our fastest growing businesses in enterprise, helping retrain and reskill within the workforce. But we're facing such dramatic innovation and change in the skill of what jobs are needed. In our partnership with Salesforce, we didn't have that deep contextual understanding of our customers and now we're building that. We knew that we had work to do to be able to take advantage of agentic AI. Building our petabytes of data and history to up our game on data foundations. All of that is underpinned by Data Cloud and Agentforce. Developing a customer360 and really personalizing the learning experiences themselves is a big step forward for us.
If we don't have proper data, data that we can trust, we don't have anything. Data Cloud is truly the foundation.
We are multi cloud and we're devoutly hybrid AI. The fact that Salesforce can sit at the heart of that and our Salesforce agents can work with agents from other platforms, that's gonna make it so that we can move faster and drive innovation in a much more impactful way.
There was no reason we wouldn't use Salesforce's Agentic platform to be part of that journey. With Agent Force, we're taking that next leap.
There is huge emotional weight to a high stakes learner who has a case open with us. It's unacceptable to put a customer ON hold for 10 minutes when you could have had an agent give them the answer instantly.
We handle nearly 400,000 customer inquiries every year. And within the first six weeks of implementing the Salesforce agent, we've seen close to 24,000 call deflections. Changing the experience not just for the customers, but for our own employees and serving those customers and realizing that the investments are going to pay off massively. That's the power of a human plus a digital worker.
I think it's a little bit of a miracle that we have been able to give one person face to the customer. There's no way we could have done that without Salesforce.
I have been brought to tears to hear stories of these learners, the career changes that it unlocked and then the pride that we have to be able to support them in doing it. It's hard to be emotional about it. This is not just innovation for innovation's sake. This is understanding that agentic AI is fundamentally changing the nature of the digital world, and we want to be at the heart of it, just like Salesforce is at the heart of it. And we're going to drive forward together.
