Wiley, a global publishing company, used Salesforce Agentforce to handle customer service at scale. They saw case resolutions jump over 40% while managing volume spikes during semester starts and renewal season. The AI agent helps students access offline textbooks and routes complex issues to human agents.
Questions this video answers
Wiley (global publishing company).
Over 40% increase in case resolution.
Chapters
We see every customer engagement as an opportunity to improve the customer experience and AgentForce has upped our game. Wiley is a global publishing company and a leader in both research and learning. Our customer demographic is very broad, from students taking our courses to major institutions buying a collection of our industry leading research journals. Customers expectations change every day, so it's a challenge just to keep up with those in an ever changing environment. On top of that, we have very big volume spikes during the beginning of a college semester for our learning business and for our renewal season in our research business.
It can be really difficult to cope with that efficiently. And so as they start to engage with Wiley's different products and services, it's important that we're able to really meet that surge in demand and answer their questions. AgentForce is embedded in different spots along the customer journey and it gives them access to to talk to an AI agent that's able to answer their questions in this personalized dynamic format.
AgentForce is able to infer that the student is needing access to their textbook offline and then they're able to provide their content that they need for their flight. And even here at the end, AgentForce tells the student to have safe travels.
You know, we have the trust layer that gives us the confidence to deploy generative AI in a responsible way. We have the grounding in our knowledge base which produce relevant responses for our customers. And then we have the actions layer which allows us to resolve more cases.
We have a student writing in to update their order and AgentForce understands that for order management we'd prefer a human touch for this.
As soon as we realize that this is going to require human touch, we seamlessly transfer that customer over to the human representative. AgentForce gives us a way to empower our agents to stay focused on resolving the customer's issues and not dealing with administration or paperwork.
Think about that. If you call a company and you can walk away. Wow, that agent was fantastic. That's the goal and that's where AgentForce can help make that agent look that much better.
After implementing AgentForce, we saw an over 40% increase in case resolution, which is a testimony to that more personalized dynamic experience.
Agentforce now is the most powerful tool in our tool belt. It can help us do customer service more effectively, more efficiently and at a higher level of customer experience, and that's what we strive for.
