AgentForce Service Cloud Scenarios

Service Metrics

Average Customer Success Metrics Achieved After Implementing Salesforce:

• 31% Improvement in customer satisfaction, effort, or Net Promoter Score (NPS).
• 29% Increase in cross-sell/upsell opportunities identified by service/support organizations.
• 30% Increase in customer retention (percentage of customers retained).
• 25% Decrease in average handle time (measured from case creation to resolution time, including follow-up time).
• 30% Current Percentage of cases or customer issues resolved using digital channels.
• 29% Current Percentage of cases or customer issues deflected via self-service.
• 24% Decrease in service/support costs (reflecting savings in costs).
• 31% Increase in customer service ROI (return on investment in customer service).

These metrics illustrate the effectiveness of Salesforce in enhancing customer satisfaction, improving operational efficiency, and ultimately driving better business outcomes.

AI enables teams to anticipate and solve issues before customers even reach out. AI agents work alongside human employees, enhancing productivity and support capabilities. Service is delivered across multiple digital platforms, including chat, email, and social media, providing more flexible support options.

Service is transformed into a source of revenue through upsell opportunities and enhanced customer retention.

This transition demonstrates how AI allows customer service to become more strategic, proactive, and profitable, ultimately leading to a better customer experience and higher business value.

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Agentforce in Service Cloud: Transforming Daily User Interactions

1. Proactive Customer Support

• Agentforce, powered by AI, enables Service Cloud to provide proactive support, reaching out to users with solutions before issues even arise. For example, if an account shows signs of needing assistance—like an upcoming renewal or maintenance alert—the AI can preemptively provide guidance or instructions.
• This proactive support approach minimizes disruptions for users, enhancing their experience by solving problems before they need to seek help.

2. Instant Responses Across Digital Channels

• With Agentforce, end users receive instant responses on any channel they choose, whether it’s a website, mobile app, or social media. AI agents provide 24/7 answers to common questions, ensuring users don’t have to wait for human support.
• For instance, a customer checking on their order status can get an immediate answer from an AI-powered chatbot, saving time and improving satisfaction.

3. Intelligent Self-Service Options

• Agentforce empowers users with self-service tools, allowing them to find answers independently. AI agents can guide users through troubleshooting steps, helping them solve issues on their own without reaching out for support.
• This option is ideal for users who prefer a quick, hands-on approach, making support more efficient and accessible.

4. Seamless Hand-Off to Human Agents

• For complex issues, Agentforce can seamlessly transition the conversation to a human agent, providing them with the full context of the user’s interaction. This means users don’t have to repeat their information and can receive a personalized response quickly.
• For example, if a customer has a detailed billing question, the AI collects relevant details and passes them on to a human agent for a smooth hand-off.

5. Personalized Interactions

• Agentforce uses AI to personalize interactions based on each user’s history and preferences. The AI remembers past questions or purchases, offering tailored recommendations and solutions.
• For instance, if a user frequently asks about a particular service, Agentforce can proactively suggest similar options, creating a more relevant experience.

6. Faster Resolution and Efficient Escalations

• Agentforce can detect when an issue requires escalation and route it to the right team immediately. This speeds up response times for complex or high-priority issues, ensuring users get the help they need quickly.
• This efficient routing means users experience shorter wait times and quicker resolutions, leading to a more positive experience.

Sources: Salesforce Aditya Singh Marco Kuster

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