{"id":9424,"date":"2025-06-30T14:38:27","date_gmt":"2025-06-30T06:38:27","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=9424"},"modified":"2025-06-30T14:38:28","modified_gmt":"2025-06-30T06:38:28","slug":"ai-customer-success","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ap\/blog\/ai-customer-success\/","title":{"rendered":"AI for Customer Success (KPIs and Tools)"},"content":{"rendered":"\n

We\u2019ve all needed a quick solution\u2014whether it\u2019s resetting a password or troubleshooting an issue. That\u2019s where the Salesforce Help page<\/a> comes in. With over 60 million visits a year, customers rely on it for everything from troubleshooting to developer support. But what if getting the right help was faster and more personalised?<\/p>\n\n\n\n

Salesforce saw an opportunity to enhance the customer experience by integrating AI into customer success. By using Agentforce<\/a>, they streamlined routine requests and freed up support reps to focus on more complex issues. Salesforce saw an opportunity to enhance self-service, reduce wait times, and free up reps to focus on high-value, one-on-one support.<\/p>\n\n\n\n

Today, AI plays a critical role in transforming key customer success metrics for CX leaders. It helps businesses predict customer needs, streamline experiences, and boost engagement. By analysing vast data sets, AI enables CX leaders to optimise key performance indicators (KPIs) like never before.<\/p>\n\n\n\n

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Discover Agentforce<\/h2>\n\t\t\t\t\t\t\t

Agentforce provides always-on support to employees or customers. Learn how Agentforce can help your company today.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t

\n\t\t\t\t\tSee the benefits<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t
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AI in Customer Success: Every Business Can Benefit<\/strong><\/h2>\n\n\n\n

It\u2019s not just technology giants that are benefiting from AI. Organisations of all shapes and sizes are using AI tools to transform customer experience and improve KPIs.<\/p>\n\n\n\n

AI in Action<\/strong><\/h3>\n\n\n\n

Panasonic Asia Pacific<\/a> provides the whole range of the brand’s products and solutions across the Southeast Asia and Pacific region. Panasonic is now using\u00a0Agentforce<\/a>\u00a0to provide even more efficient support. An AI agent works alongside customer advisors to triage customer requests and recommend solutions. The agent uses Retrieval Augmented Generation to search across structured and unstructured data in\u00a0Data Cloud<\/a>, including product manuals and troubleshooting instructions. So, the agent can then provide accurate answers and recommendations to help team members resolve issues fast.<\/p>\n\n\n\n

At FairPrice Group<\/a>, Singapore\u2019s leading retail company, operates over 570 touchpoints to provide daily essentials and personalised experiences. With AI in Service<\/a>, FairPrice Group has achieved an 80% case deflection rate and reduced response times, while also seeing a 10% decrease in the cost per support ticket and a double-digit increase in employee engagement.<\/p>\n\n\n\n

What You Are Missing Without AI<\/strong><\/h3>\n\n\n\n

AI’s ability to analyse data, recognise patterns, and predict trends through business intelligence systems has a powerful twofold effect. 1) It directly improves the customer experience and 2) It is enhancing the way metrics are measured.<\/p>\n\n\n\n

First, it helps create more seamless, personalised interactions for customers, leading to better engagement, higher satisfaction, and stronger loyalty. At the same time, AI tools make it easier to track and measure key metrics with precision. They can analyse vast amounts of data in real-time, offering deeper insights into trends and areas for improvement. This combination of enhanced experiences and better measurement gives businesses a strong advantage in refining their strategies and achieving their metric goals.<\/p>\n\n\n\n

KPIs to Watch (and How AI Can Help)<\/strong><\/h2>\n\n\n\n

Before diving too far into what tools to consider, here’s a quick overview of the metrics that matter most and how AI can help improve them. <\/p>\n\n\n\n