OpenTable boosts customer service with Agentforce.

OpenTable, a leader in restaurant tech, helps 60k+ restaurants fill 1.7 billion seats a year. OpenTable's tech empowers restaurants to focus on their team, their guests, and their bottom line and help diners make the perfect reservation.

OpenTable works to reduce repetitive tasks to free up staff for more meaningful customer interactions.

As OpenTable has grown globally, so have the customer service demands. Many support requests were repetitive, yet agents had to navigate disconnected and fragmented data across various systems to manage routine tasks like reservation changes and loyalty point redemptions. These challenges occasionally resulted in less efficient experiences for both customers and staff.

Agentforce enables OpenTable Support Associates to focus on complex cases by streamlining routine processes.

Deeply integrated with Service Cloud, Agentforce will empower OpenTable's support team by autonomously handling routine tasks, such as reservation changes and loyalty point redemptions, allowing agents to focus on delivering exceptional service in more complex situations. George Pokorny, Senior VP of Global Customer Success at OpenTable, notes, “Agentforce will handle  simple inquiries automatically, so our agents can focus on delivering superior service. We quickly understand the reason for contact and know how best to assist.”

Data integration was key for OpenTable. The company unified data into a single platform, bringing together information from over multiple sources into one interface. This integration provides a comprehensive view of each diner, including profiles and user-generated reviews, enabling personalized interactions across email, SMS, and push notifications.

To make use of this unified data, OpenTable will deploy Agentforce quickly. Instead of spending months planning for every scenario and hard coding complicated decision trees, they intend to use Agentforce’s intuitive natural language prompts and point-and-click configuration. Its seamless integration with Salesforce allows  the team to manage data effortlessly without coding, easily adjusting which information to display or hide and focusing on key data.

Plus, Agentforce’s flexibility allows OpenTable to enhance its setup using Flows — automated workflows — and its existing code. This streamlined the business’s processes and will help it handle cases quickly and accurately, all with minimal effort.

Service Cloud delivers a unified and consistent customer experience. 

Salesforce’s Service Cloud in tandem with Agentforce, delivers a unified experience for both diners and restaurants. “Service Cloud Voice integrates everything into a single ecosystem,” says Pokorny. “Our staff will receive a clear issue summary and step-by-step guidance, making their work more efficient. We now focus on providing high-quality service rather than juggling multiple systems.”

When needed, Agentforce can seamlessly handover cases to service reps who are then given all the information they need at their fingertips right in Service Cloud. Seamless data integration and AI capabilities provide complete case summaries and actionable insights, so reps can resolve cases quickly and efficiently. For example, when addressing complex issues like double-booked tables, Agentforce will generate recommendations that guide OpenTable’s service reps to resolve or escalate issues swiftly, with the hope of improving the overall customer experience.

Automating routine questions and augmenting reps with AI-powered recommendations and summaries frees OpenTable’s staff to engage more meaningfully with diners and restaurants. “Saving just two minutes on a ten-minute call lets our service reps focus on strengthening customer relationships,” Pokorny adds. “Service Cloud and Agentforce make exceptional service effortless.”

Service Cloud ensures diners can find info quickly on OpenTable’s self-service portal. 

OpenTable’s self-service hub, powered by Service Cloud, offers diners instant access to FAQs and detailed knowledge articles in five languages—English, Japanese, German, French, and Spanish. This feature cuts down on direct service interactions by empowering customers to find answers on their own.

Together, Agentforce and Service Cloud streamline operations, delivering a seamless and efficient experience for diners and restaurants alike, driving exceptional customer satisfaction.

Salesforce’s Agentforce and Service Cloud have transformed OpenTable’s customer service, delivering a seamless and efficient experience for diners and restaurants. With Agentforce  managing routine inquiries and streamlining processes, and providing assistance to augment their service representatives, OpenTable can now ensure quick, accurate responses while giving staff more time to deliver a human touch and tackle more complex issues. With everything unified in one system, the business team can now provide faster, more effective support, significantly improving satisfaction for its global customer base.