OpenTable Scales Global Customer Service Fast with Secret Ingredient Agentforce

OpenTable is using Agentforce to provide faster, more personalized customer support with autonomous AI agents, giving the company’s human teams more time to focus on more time consuming, complicated tasks. 

The challenge: OpenTable is a global leader in restaurant technology, helping 60,000 restaurants seat 1.7 billion diners annually. To deliver amazing customer experiences at such a large scale, OpenTable was looking to enhance its self-service capabilities without losing their personalized and consistent customer experience.

The solution: As one of the first Salesforce customers to pilot Agentforce, OpenTable was able to deploy autonomous agents to handle customer tickets and inquiries more effectively, increasing productivity and resolution rates. Deeply integrated with Service Cloud, Agentforce will empower OpenTable’s support team by autonomously handling routine tasks, allowing agents to focus on delivering exceptional service in more complex situations. 

Salesforce solutions have helped OpenTable:

• Transform Customer Support: Previously, service reps had to spend manual hours navigating disconnected and fragmented data across various systems to manage routine tasks like reservation changes and loyalty point redemptions. Now, Agentforce Service Agent will handle more routine tasks like redeeming loyalty points or changing reservation details automatically while also augmenting human agents with AI-powered, personalized recommendations. For instance, when addressing complex issues like double-booked tables, Agentforce will generate data-driven recommendations that guide OpenTable’s human service representatives to resolve issues swiftly. This frees up OpenTable staff to engage more meaningfully with diners and restaurants to improve the overall customer experience. 
• Enhance Self-Service Options: 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 inquiries by empowering customers to find answers on their own.

Customer perspective: “Service Cloud and Agentforce help us deliver effortless experiences that diners and restaurants love. This technology not only allows us to handle simple inquiries automatically so our agents can focus on superior service, it also allows us to quickly understand the reason for the contact, which makes solving it even easier.” – George Pokorny, Senior Vice President of Global Customer Success, OpenTable

This technology not only allows us to handle simple inquiries automatically so our agents can focus on superior service, it also allows us to quickly understand the reason for the contact, which makes solving it even easier.

George Pokorny, Senior Vice President of Global Customer Success, OpenTable

Salesforce perspective: “We’re excited that our longtime partner OpenTable is one of the first to harness the transformative power of Agentforce. By seamlessly connecting exceptional restaurateurs with diners searching for the perfect table, Agentforce enables OpenTable’s team to engage deeply with their global community, elevating the dining experience and enhancing customer satisfaction.” – Kishan Chetan, EVP & GM, Service Cloud, Salesforce

More information:

• Dive into Agentforce
• Learn more about Service Cloud