This YouTube video (Secret Escapes with AgentForce by Salesforce) showcases how Secret Escapes implemented AgentForce to deliver 24/7 personalized customer support. Speakers describe fast deployment (about three weeks), the platform’s low-code/no-code authoring allowing non-developers to create and tweak topics, a demo interaction with an AI assistant named Taylor, and quantified operational impact—handling times dropped by up to 45%—plus positive expectations for voice capabilities.
Questions this video answers
Three weeks.
By up to 45%.
Chapters
Travel is a 24 hour business and the expectation is customers can get help whenever they need it. Having that digital workforce means that we can provide a level of customer service that is personal and that's something that's really important to us to make sure that they get the holiday that's right for them.
The exciting thing about AgentForce is that it can provide us with a limitless workforce available 24,7.
The challenge has been having to deal with an increased volume of contacts, but still keeping up with our promise of a great customer service and also keeping handling time or first contact resolution steady.
At the end of the day people just want to get into a conversation with somebody. The real opportunity that AgentForce provided it could zero in on exactly the issue the customer was having, ask a question and get a straightforward answer and that is a real game changer.
With AgentForce we were three weeks between having access to it and having something live in front of our customers.
The interesting thing about AgentForce is that someone like me without experience in coding is actually able to go go in, create a topic, write a description, scope instructions, test it and go live. Any tweak you make makes a big difference. For example, our members are asking for suggestions for a romantic hotel in London. Agentforce has provided a nice recommendation of inclusions and extras that we can offer at this hotel like complimentary luggage storage and a bottle of champagne. In the future, the option to be able to access the capab of Agent 4's voice will be great with our customers that would like to extend their stays or travel around the country.
Amazing.
So you've built all of this for.
Chat and now you can go and deploy that for Voice?
Yes, exactly.
Hi, I'm Taylor, your secret Escapes AI Assistant. How can I help? Hi, we were looking to extend our stay by two days, maybe to visit the countryside. Would you be able to help with travel and accommodation? I found a boutique hotel in Bath based on your pre existing preferences and can arrange a car transfer from London. Should I check updated flight options for your return? That would be amazing. I'll text you a link to confirm and pay for your car transfer along with flight reschedule options. Let me know if you need anything else.
At Secret Escapes we think that customer service is one of the pillars of delivering Great service. AgentForce provided exactly that. With our AgentForce implementation we saw average handling times for our customer service representatives drop by up to 45% and that was literally just flicking a switch and enabling some functionality.
For the first iteration of Agent Force to be so compelling to look at. And to see Agent Force so easily solving people's problems. Sort of mad, actually, to see what it can do. The future only looks bright with Agent Force.
