Trustpilot consolidated 4-5 fragmented CRM systems into Salesforce and built AI agents to handle customer service at scale. Agent Sam, launched in nine weeks, reduced case handling time by 45% and eliminated the backlog. The company now has two live agents with four more planned.
I joined Trustpilot thinking, how hard can reviews on the website be? And it turns out it can be very complicated. We connect over a million businesses with tens of millions of consumers. We had 4, possibly 5 disparate CRM systems and they weren't connected to one another. We had a lot of customers needing help and we just weren't able to get to them in a timely manner.
We need a platform that can scale at the rate that we need it to.
The decision was in front of us right at that moment. To continue as we were or to change the direction and go all in with Salesforce.
We sat down with Darren and the team. They were struggling with a really big backlog of cases. Dave came to me and was like, "OK, we need to build an agent." It was about 9 weeks before Dreamforce.
We talked ourselves into a narrative of this will be impossible. The reality was the right data to power our agents was available in Data360. A company can live or die by their data quality.
Quality. That's the truth. So by having Data 360 sitting behind our agent, it just makes it all possible.
And that's where Agent Sam was born. In the Agent Force Builder, you give it context, you write a prompt. Essentially, imagine it's like an intern, it's their first day, you know, they just need to understand what their job is. And you would have a stand-up and go, hey, actually it'd be great if Agent Sam could do this instead of this. And it would literally change, you know, 2 hours later. Got to something like version 10 or 11 before we got into production.
Good morning everybody, welcome to Dreamforce.
We launched agents have before Dreamforce. We were able to offer a bit of self-help for customers. Once Agent Sam understood that a ticket was required, it was able to pull the right information and log a ticket that came through to the human team. We've reduced our case handling time by 45%. All of that helped us get from a backlog to no backlog.
We were obviously seeing updates come through the general Slack channel, so naturally that got myself and my stakeholders thinking about, okay, what can we do with Agentforce?
A lot of people want a lot of agents. We have 2 agents live today, and then and we have 4 other agents on the roadmap.
When we're working with Salesforce to unlock all of this agentic capability, it feels like we're right at the front of the pack.
If someone came to me and asked me, should they move towards being an agentic enterprise and add digital labor to their workforce, my answer to them would be, why haven't you started yet?
