Description
Wiley, a leader in research and learning, has implemented Salesforce Agentforce to revolutionize its customer service operations. The platform is designed to handle service call spikes efficiently, especially during peak times such as the start of a new semester when thousands of students access Wiley's educational resources. By integrating Agentforce with Service Cloud and Einstein AI, Wiley has significantly boosted agent productivity. The AI-powered agents assist customers in resolving common issues independently, freeing up human agents to tackle more complex cases.
Agentforce's generative AI capabilities further enhance productivity by drafting responses grounded in Wiley's knowledge base and CRM data. This allows service reps to spend less time searching for information and more time assisting customers. The platform has also enabled Wiley to onboard seasonal agents 50% faster, contributing to a 213% return on investment and $230,000 in savings.
Wiley is piloting Agentforce to provide dynamic, conversational self-service. The platform can automatically resolve account access issues, reset passwords, and triage registration and payment issues, directing students to appropriate resources. This has improved case resolution by over 40% compared to Wiley's previous chatbot.
Additionally, Wiley is using Prompt Builder to empower employees to complete tasks faster by creating reusable prompts. This tool aims to improve efficiency during peak seasons by reducing service response and email outreach times. Agentforce also creates case summaries to save time and identify trends, helping Wiley provide better customer experiences.
Automation within Agentforce enhances incident tracking, allowing Wiley to identify supplier-related issues and prioritize product enhancements. Predictive and generative AI are integrated into service reps' workflows, empowering new reps, deflecting cases, and optimizing service operations. This comprehensive approach drives better experiences for both customers and Wiley's employees.
Key Takeaways
AI-powered service management
Generative AI for response drafting
Self-service capabilities
Case resolution improvement
Prompt Builder for task efficiency
Case summarization
Incident tracking automation
Predictive AI integration
What This Case Study Demonstrates
- Customer service efficiency
- AI-powered self-service
- Agent productivity boost
- Incident tracking
- Task efficiency
