Companies Unlocking Data, Improving Business Results with Salesforce

AI innovation is happening faster than ever. It’s like nothing I’ve seen in my nearly 25 years at Salesforce, and it’s top of mind for every CEO, CTO, and CIO I’ve spoken to lately.

We serve as a trusted partner for our customers — helping them innovate, iterate, and navigate the next steps in their AI journeys. Our customers understand the incredible potential AI has to transform business at every level, across every discipline, and in every industry.

And while they’re starting to see tangible advancements in some areas, they know we’re still at the cusp of the real transformation AI promises to deliver. They’re looking for AI technology that will boost productivity, augment employee work at scale, improve customer relationships, and ultimately drive fast time to value and margins.

Our new Agentforce Platform stands to deliver all that and more. Agentforce is a significant leap forward in AI and it delivers on the promise of autonomous AI agents. These agents can do advanced planning and reasoning with minimal human input, without a conversational prompt. They can automate entire workflows and processes from start to finish, make decisions, and adapt to new information, all without human intervention.

Salesforce customers are embracing this technology and combining it with other aspects of our portfolio, including Einstein AI, Data Cloud, Agentforce Agents, Sales Cloud, and Service Cloud.

Here are some of the inspiring things our customers are doing:

Improving customer relationships with AI agents

OpenTable is a great example of a company using autonomous AI agents. With 60,000 restaurants to support and millions of diners in their network, OpenTable requires incredible scale to deliver amazing customer experiences. That’s why they’re piloting Agentforce for Service to resolve common but crucial issues like account reactivations, reservation management, and loyalty point expiration. The autonomous AI agents can easily answer questions, like “when do my points expire?” And, if a diner asks a follow-up question, like “what about in Mexico?” the Agentforce Service Agent knows they are referring to points expiration in Mexico. This was a real “wow” moment for OpenTable. These agents will become a fundamental way that customers engage with a company.

Each school year, educational publisher Wiley faces a challenge as students return to classes and they have a seasonal surge in service requests. Wiley’s pilot of Agentforce Service Agent helped Wiley see a 40-50% increase in case resolution, outperforming its old bot. Einstein’s AI capabilities also helped speed up new agent onboarding by 50%.

Harnessing customer insights from data

The Adecco Group, one of the world’s leading talent companies, wanted to tap into its data goldmine to address its biggest opportunities, such as improving job fill rates and time to fill for some of the world’s largest companies. Data Cloud will allow them to connect their many Salesforce instances in real time for a true 360-degree view of its 27,000 recruiter and sales Salesforce users.

Workday has used Salesforce for nearly two decades to grow their on‑demand financial management, human capital management, and student information system software business. Service Cloud is a critical part of Workday’s customer service experience and their employees collaborate and communicate every day in Slack.

Building on our work together, we recently announced a new partnership with Workday to integrate our new Agentforce platform with the Workday platform, uniting our generative AI solutions into a seamless employee experience across both Salesforce and Workday. We’ll bring this to life through employee service agents that our joint customers will be able to access in Salesforce, Slack, and in Workday.

Wyndham Resorts knows that providing a top-notch guest experience is a critical part of hospitality. It is using Data Cloud to harmonize data across systems and consolidate CRM application data across Sales Cloud, Marketing Cloud, and Service Cloud to transform its guest experience into an end-to-end journey built in a single interface. Wyndham anticipates a 30% decrease in call resolution time and a stronger customer experience because of more accurate and easily accessible guest and property information.

Making employees more effective

Air India is on a path to claim 30% of India’s airline market over the next five years. As they merged with other airlines, they had siloed data which led to fragmented customer service experiences. Now, with Data Cloud, Service Cloud, and Einstein AI, data that was previously separated is now in one place. Human service agents can access this data, and AI handles the routine tasks. This gives their human agents more time to spend with customers, and Air India has been able to resolve 550,000 monthly service calls faster.

Heathrow Airport is also focused on improving employee efficiencies and providing personalized experiences to meet passenger needs. Heathrow uses Service Cloud to make sure time-sensitive questions are answered quickly. Einstein chatbots have helped significantly reduce call volumes and free up agent time. In fact, chatbots answer 4,000 questions in an average month. Live chat usage has gone up 450% since launch, and Heathrow has seen a 27% reduction in average call time handling. Heathrow’s greater integration, automation, and personalization has helped the airport boost digital revenue by 30% since 2019.

Boosting productivity and margins

Steve O'Connor, Director of CIO, Aston Marton, talks about improving business results with Salesforce.

Automotive manufacturer Aston Martin wanted to more fully understand its customers and collaborate with dealerships to develop specifically tailored experiences. Investing in Data Cloud allowed them to create a unified view of the customer and transition from six data systems to one, reducing redundant data by 52%.

Autodesk, the 3D design, engineering, and entertainment software company, is using Einstein for Service to produce AI-generated case summaries, helping agents reduce time spent summarizing customer chats by 63%. Autodesk also uses Salesforce to strengthen and monitor data access, resulting in an estimated 30% reduction in ongoing maintenance.

Creating a brighter future for our customers

Salesforce has been helping customers navigate technological shifts for more than 25 years. The shift to humans and AI is by far the most sweeping technological shift that we’ve ever seen, presenting limitless opportunities for business success. Join us at Dreamforce next month, where we will celebrate customer success, innovation, and much more.