A new Standard for Customer Experience at Zota with Agentforce

Zota is a company serving as a marketplace for payments. It connects online businesses to a range of payment methods through a single integration, and has recently added Agentforce to its already implemented Salesforce solutions stack.

The goal is to provide customers with more personalised and efficient services, driving not only operational optimisation but also revenue growth.

Agentforce’s AI-powered agents handle routine tasks, freeing Zota’s service representatives to focus on more complex customer queries that benefit from a human touch. These AI agents are quick to deploy, scalable, and fully operational within minutes.

Zota’s first Agentforce deployment focuses on customer FAQs. It provides instant, accurate answers to common questions such as “Do you support X technology?” Or “Which financial institutions do you work with?” The results are already impressive: Agentforce is projected to reduce support costs by 30% while freeing up the human support team to address higher-value customer needs.

With advanced AI, Zota isn’t just improving internal operations, it’s elevating the entire customer journey from the initial touchpoint. “Thanks to our close collaboration with Salesforce, we always stay ahead of the latest innovations and market changes," shares Avner (ABE) Ziv, CEO of Zota.

"The addition of Agentforce is redefining the way we work. The ability to analyse information together with customer-centric solutions creates valuable experiences in every customer interaction.”

Yaniv Lekonishok, Zota’s dedicated client partner at Salesforce, has worked with the company for nearly four years and remembers its early steps into AI. “They’ve always been early adopters of new technology,” Yaniv said. “After Data Cloud came Einstein GPT, and six months ago, Zota became the first customer in Israel to upgrade to Einstein 1 — the most advanced AI suite from Salesforce. In December, we officially launched the Agentforce project, which just went live, powered by Salesforce Professional Services.”

Today, Zota processes billions of dollars in transactions annually. Zota supports over 1,000 payment methods across more than 150 countries, serving industries like financial services, ecommerce, and more.

Its current Salesforce stack reflects a strategy of thoughtful growth.

Data Cloud provides real-time, 360° customer views that lead to new sales and cross-sell opportunities.

Marketing Cloud Intelligence (MCI) delivers deep insights into campaign performance and provides a unified view of customers, enabling Zota to create personalised, omni-channel customer journeys using tools like email marketing, social media marketing, mobile marketing, online advertising, and marketing automation. This tool makes life simpler and more organised for the Zota team and helps them achieve their marketing goals in a straightforward and streamlined way.

Sales Cloud is a vital tool used across Zota’s operations. With comprehensive CRM capabilities, including lead management, marketing automation, and contact management, it helps manage customer accounts, track sales leads, conduct and monitor marketing campaigns, and provide post-sale service. The platform gives Zota a bird’s eye view of customer activity history, key contacts, customer communications, and internal account discussions. Zota also gains valuable insights from popular social media sites such as Facebook, Twitter, and LinkedIn, which are used to shape future campaigns, identify potential new leads, and streamline operations.

Service Cloud enhances one-to-one marketing relationships with customers across multiple channels and devices by automating service processes, streamlining workflows, and enabling efficient and personalised customer interactions on various social platforms. It can ‘listen’ and respond to customers across a variety of social platforms, and automatically route cases to the appropriate agent at Zota.

With the first Agentforce deployment live, Zota plans to scale to 10 AI agents, including roles in Customer Success, Sales Coaching, and Technical Support.