Agentforce eases merger and acquisition deals for Datasite’s customers.

Datasite is a leading SaaS platform used by enterprises around the world to execute complex, strategic projects like M&A, restructurings, and initial public offerings. 

Datasite needed faster, more dynamic chat support to keep high-stakes deals on track.

Datasite is where deals are made. With billions of dollars on the line, more than 1.8 million dealmakers across 180 countries trust Datasite to safeguard their M&A transactions. Their fast, secure SaaS platform supports every stage of the dealmaking process — from pipeline management and asset marketing to sell-side and buy-side due diligence, and post-merger integration. Each application is purpose-built to help dealmakers source new opportunities, move through due diligence efficiently, close deals with confidence, and securely store data for future transactions. With ironclad security that meets the strictest global standards, Datasite protects the most sensitive information at every step. From kickoff to close, they give professionals the tools and insights they need to navigate complex, high-stakes deals with speed and precision.

As global M&A activity surged 12% in 2024, Datasite faced a growing demand for fast, reliable support from dealmakers managing multiple high-stakes transactions. Customers needed quick answers to routine chat questions, from how to redact sensitive details in documents to adding new buyer groups, without delaying the transaction. To meet this need, Datasite turned to AI-powered automation.

Their first solution was Einstein, Salesforce’s AI chatbot, which tapped into Datasite’s knowledge base of over 2,000 articles to handle common chat questions. It helped customers reset passwords, find billing details, and even learn how to use Datasite’s tools for prospecting new markets. By automating these chat responses, Einstein resolved 50% more cases through self-service, freeing up Datasite’s Assist team to focus on high-touch issues.

Still, Datasite saw room for improvement. For example, if a customer needed help from a live Assist team member, Einstein couldn’t transfer them. Instead, the customer had to leave the chat and call customer success, creating delays for those facing tight deadlines. The chatbot also relied on manual updates, meaning it might sometimes provide outdated or incomplete answers. Datasite needed a smarter, more dynamic solution to deliver instant, accurate support.

Because Datasite’s mission is to help dealmakers work smarter and faster, the team saw an opportunity to use AI not just to resolve more questions, but to elevate the customer experience. By shifting routine inquiries to automation, service agents could focus on the moments that matter most.

“Automated AI chat support would provide us the opportunity not only to better serve our customers, but it could move our Assist team members into more consultative roles,” said Kristi Scott, Vice President of Client and Service Enablement. “They would be able to offer more personalized guidance, strategic recommendations, and potentially sell more services, rather than just answering routine questions."

Agentforce ensures dealmakers get instant, accurate support to keep the transaction on track.

Agentforce — the agentic layer of the Salesforce Platform — is helping Datasite customers make the most of their secure platform while they navigate M&A deals. Not only does Agentforce surface accurate answers to frequently asked questions instantly, it understands and responds to a wide range of natural-language queries in multiple languages. This saves time for dealmakers on a deadline and ensures they don’t have to spend time finding a particular way to frame questions for a rigid chatbot.  

For example, if a customer urgently needs to know how to use Datasite’s document redaction tool to protect the details of a deal, they can start a chat with Agentforce through Experience Cloud on Datasite’s website. After verifying their identity and permissions, Agentforce will surface the most relevant information from Datasite’s knowledge articles. Unlike the previous chatbot, which required manual updates, Agentforce automatically pulls the latest information from Datasite’s knowledge base, staying up to date on new features to ensure it delivers accurate responses. 

Agentforce’s conversational tone makes interactions feel natural, leading to higher adoption rates. 

“Our customers have quickly adapted to chatting with Agentforce and appreciate the improved experience it provides compared to Einstein,” said Grant Roberson, Senior Salesforce Administrator.

If a customer needs an Assist team member, Agentforce seamlessly transfers the case with a summary of the chat and key account details, so the customer never has to repeat themselves. Building on its success with Agentforce in chat, Datasite is exploring the use of Agentforce Voice for phone-based assistance.

With its expanded knowledge base and flexibility, Datasite expects to use Agentforce to resolve 70% of incoming chat queries — 20% more than their Einstein chatbot. This will give the Assist team more time to offer personalized guidance and strategic recommendations, and opportunities to cross- and upsell, potentially driving growth. 

“Deals are relentless and when time is money, any tools and expertise that can speed up the process are critical,” said Roberson. “If Agentforce is able to help 1% of customers get their questions answered, that’s a tangible difference to our customers and our Assist team.”

Down the road, Agentforce will be able to gather information from both structured data, like knowledge articles about how to use a Datasite product, now stored in Snowflake, and unstructured data, such as past customer chats and emails about their accounts, stored in Salesforce. Data Cloud will unify and harmonize this data and make it usable across Datasite’s entire tech stack. With this connected data, Agentforce can bring in context about a customer’s case history and product usage and quickly answer a customer’s question‌ — for example, how to use Datasite’s document permissions-setting tool‌ — and guide them through the next steps — saving time so they can keep their deal on track.

Datasite started out with Salesforce’s Einstein chatbot, which resolved more than 50% of chat queries. When the team learned about Agentforce, they quickly saw an opportunity to boost chat resolution rates an additional 20%.

Datasite’s Salesforce administrator teamed up with Salesforce Professional Services to get Agentforce up and running. They knew that having a strong foundation of unified data was key for equipping Agentforce with everything it would need to reason and act on customer chat requests, so they made sure Agentforce had access to data such as a customer’s profile, case history, chat history, and product information, as well as knowledge articles to answer frequently asked questions. 

This robust data foundation will be made even stronger with Data Cloud, which unifies product knowledge articles from Datasite’s external source, Snowflake, with all of the customer’s Salesforce data — like case and chat history. Agentforce will be able to make sense of it all together and incorporate real-time knowledge updates. 

“If you don't have a good set of data, it will be more difficult for Agentforce to do its job,” said Roberson. “Fortunately, we have a great knowledge base and continue to add to it.” 

The Assist team piloted Agentforce for six weeks before making it available to customers. They created 20 distinct Agentforce topics and actions, such as the workflow for handling customer account balance inquiries. During the pilot, a key focus was to thoroughly test agent actions — the step-by-step instructions Agentforce follows — using the “preview conversation” feature in the Agent Builder. This tool gave the team a way to simulate real interactions, helping them catch any misunderstandings early and fine-tune Agentforce before going live. They also emphasized ongoing monitoring, making sure each Agentforce chat action continued to deliver as expected. 

Datasite chose Agentforce because no other provider could match the seamless integration, security, and AI-driven capabilities of Salesforce’s deeply unified platform. Already familiar with Einstein bots, Datasite saw Agentforce as the natural next step in offering intelligent, always-on chat support that could understand customer inquiries, no matter the tone, topic, or language, and provide instant, accurate responses. Unlike competitors they considered, Salesforce provided low-code and no-code tools that made it easy to launch, iterate, and scale without heavy development work. Agentforce also fits perfectly within Datasite’s existing Salesforce workflows, ensuring smooth hand-offs to human agents when needed. 

“Using Agentforce allows our customers to get answers quickly to keep their deal on track and gives our Datasite Assist team time to focus on engagements where human interaction is more valued,” said Scott. “That’s invaluable.”

Security and trust were also critical. With the Einstein Trust Layer, Agentforce ensures transparency, compliance, and data protection — essential for sensitive M&A transactions.

For Datasite, Agentforce isn’t just an upgrade — it’s the future of customer service.

 “Having a natural conversation with Agentforce offers a great customer experience, and we’re excited for what’s to come,” said Roberson.