At Wonolo, AI enhances the human touch instead of suppressing it. Non-native English-speaking agents find generated prompts especially helpful in confirming the right replies for every situation. With added agent confidence, Wonolo can shorten training times, build a consistent brand voice, and reduce agent turnover.
Wonolo, which stands for “Work Now Locally,” relies on positive human interactions to help workers (or “Wonolers”) thrive in jobs at customer locations. When customers need help promoting new jobs or Wonolers need assistance with paperwork, AI-generated chat dialogue helps agents increase efficiency and reduce handle times 20%. The prompts also make it easier for agents in other countries to confidently provide answers in English.
It’s apparent Salesforce takes their time developing AI and working with companies like ours to understand needs, whereas others just focus on getting a product to market today.
Adam AshworthSenior Salesforce Admin, Wonolo
Managing transactions and job requests between Wonolo’s two audiences in a custom database was time consuming for engineers. The company needed a more efficient solution that could handle its data volume and customization needs.
Now, agents have a 360-degree view of customer data and the ability to resolve cases faster with Service Cloud. Wonolo splits agents into two support groups based on their skillsets and the audience they serve. Omni-channel routing, queues, and case record types help agents serve both audiences more efficiently. Knowledge articles keep agents informed on topics like Wonolo’s trust and safety policies.
Human relationships are crucial in the job market. Wonolo sought a service platform that offered AI for greater agent efficiency, but didn’t feel robotic or unnatural. Wonolo found that Service Cloud Einstein provided the most human-like messages compared to other tools it evaluated. Plus, Einstein replies with three prompt options in two to three seconds, while other tools take five to 10 seconds for replies.
Beyond support, other Wonolo teams use Salesforce to improve sales and operational efficiency:
As a pilot customer of Einstein functionality, Wonolo receives regular implementation guidance from Salesforce Professional Services.
“One of the biggest advantages of Salesforce is how much the people running these programs care,” said Ashworth. “We consistently have access to everything we need, and that speaks broadly to how much more successful I truly believe Salesforce AI will be in comparison to other products.”
