Wiley is a publisher and a trusted leader in research and learning. Its industry-leading content, services, platforms, and knowledge networks are tailored to meet the evolving needs of customers and partners, including researchers, students, instructors, professionals, institutions, and corporations.
Service call spikes during peak times required agents to work more efficiently.
Thousands of students use Wiley’s educational resources every year. As each new semester begins, there's a surge in the number of service requests, increasing the demand for customer service efficiency and positive customer experiences.
Agentforce and AI-powered service boosts rep productivity, allowing them to take on more cases as the business grows.
Wiley now uses Agentforce, and Service Cloud with Einstein AI to manage its customer service operations. With Agentforce, AI-powered agents help customers resolve common issues on their own, freeing up service reps’ time so they can focus on more complex cases. With increased agent capacity and efficiency, Wiley can continue to provide outstanding customer service even as its business and number of support cases grow. With the help of AI productivity tools, Wiley was able to onboard seasonal agents 50% faster, leading to a 213% return on investment and $230,000 in savings.
The generative AI capabilities in Agentforce further boost agent productivity. Einstein helps service reps draft responses, grounded by the critical business context contained in Wiley’s knowledge base and trusted CRM data. This means service reps can spend less time searching for information and answers, and more time helping customers. It also helps new agents ramp up faster, as Agentforce drafts accurate replies for them.
Agentforce improves case resolution by over 40% in the first few weeks of use.
Wiley is piloting Agentforce to help customers with dynamic, conversational self-service. Agentforce is configured to answer questions using Wiley’s knowledge base and can automatically resolve account access issues and reset passwords. It also triages registration and payment issues, directing students to the appropriate resources rather than flooding service reps with requests. With Agentforce to handle routine inquiries, human agents have more time to focus on complex cases, outperforming Wiley’s previous chatbot by over 40% case resolution in the first few weeks of use.
“It can fully execute processes, start to finish,” said Kevin Quigley, Senior Manager, Continuous Improvement. “That is going to create a lot of value where you're able to keep service agents focused on more complex issues.”
Wiley is also piloting Prompt Builder, which empowers employees to finish tasks faster by building trusted, reusable prompts. With Prompt Builder, Wiley agents are making strides in cutting down on service response, email outreach, and content generation time, with the goal of improving efficiency during the company’s peak season at the start of the school year.
Agentforce creates case summaries to save time and identify trends.
When a case is complete, Agentforce summarizes the conversation, so the next person or supervisor can get caught up quicker. Wiley uses these summaries to spot trends, provide product feedback, and deliver better customer experiences.
Automation identifies supplier incidents and helps prioritize product enhancements.
Wiley also uses automation to enhance incident tracking. Einstein case classification identifies cases that might be related to a supplier issue and automatically classifies them. This helps Wiley track cases back to suppliers and hold them accountable. For example, if the company notices that turn-around times through a specific distributor tend to be longer, then Wiley can use this data to substantiate a call for improvement with that distributor. Wiley then uses this data to help the product team prioritize product enhancements.
Agentforce provides trusted recommendations that are accurate and relevant because they are powered by Wiley’s customer data and knowledge base. With Agentforce, predictive and generative AI are built natively into their service reps’ flow of work, which helps Wiley empower new reps, deflect cases, resolve complex cases faster, and optimize their overall service operations. And all of this drives better experiences for both customers and Wiley’s employees.
