{"id":12440,"date":"2025-11-03T09:00:00","date_gmt":"2025-11-03T17:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=12440"},"modified":"2025-11-07T15:38:39","modified_gmt":"2025-11-07T10:08:39","slug":"how-ai-meets-people-where-they-are","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/in\/news\/stories\/how-ai-meets-people-where-they-are\/","title":{"rendered":"How Businesses Use AI to Meet People Where (and When) They Are"},"content":{"rendered":"\n<p><br>People with questions are everywhere, all the time, and entities like city governments and medical institutions don\u2019t necessarily have the budgets to establish 24\/7 call centers. Taxpayer dollars and patient fees are precious. Using AI and <a href=\"https:\/\/www.salesforce.com\/in\/agentforce\/\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce<\/a>, however, these organizations can meet their constituents, patients, learners, and customers whenever and wherever they are when they need help. It doesn\u2019t just save money on after-hours staff. It builds the kind of trust that money can\u2019t buy.\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-city-of-kyle\">City of Kyle<\/h2>\n\n\n\n<figure class=\"wp-block-embed aligncenter is-type-video is-provider-vidyard wp-block-embed-vidyard\"><div class=\"wp-block-embed__wrapper\">\n<script type=\"text\/javascript\" async src=\"https:\/\/play.vidyard.com\/embed\/v4.js\"><\/script><img decoding=\"async\"  style=\"width: 100%; margin: auto; display: block;\"  class=\"vidyard-player-embed\"  src=\"https:\/\/play.vidyard.com\/gLDW8soZ7Cn9u9UGDKuB2M.jpg\"  data-uuid=\"gLDW8soZ7Cn9u9UGDKuB2M\"  data-v=\"4\"  data-type=\"inline\"  data-width=\"500\"  data-height=\"187\"\/>\n<\/div><\/figure>\n\n\n\n<p>Soon, people will be able to visit the DMV at 10 a.m. on a Saturday or 8:30 p.m. on a Tuesday. Just kidding. Government services operate 8 to 5 Monday through Friday, said Joshua Chronley, Assistant Director of Finance for the City of Kyle, a suburb south of Austin, Texas.&nbsp;<\/p>\n\n\n\n<p>In Kyle, however, an <a href=\"https:\/\/www.salesforce.com\/news\/stories\/kyle-texas-agentforce-city-government\/\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce-driven 311 app<\/a> allows residents to flag anything from a broken bench to a pothole to a water leak. Ultimately, the city\u2019s goal is to make the system voice-enabled, allowing residents to call and talk to an agent that knows everything about the city and can answer questions or field service requests.&nbsp;<\/p>\n\n\n\n<p>The city has already seen a 10% drop in traditional call volume, but a steady number of requests for service have continued to flow in. Residents are getting the services they want \u2013&nbsp; no awkward phone tree or call timing required.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-pearson\">Pearson<\/h2>\n\n\n\n<figure class=\"wp-block-embed aligncenter is-type-video is-provider-vidyard wp-block-embed-vidyard\"><div class=\"wp-block-embed__wrapper\">\n<script type=\"text\/javascript\" async src=\"https:\/\/play.vidyard.com\/embed\/v4.js\"><\/script><img decoding=\"async\"  style=\"width: 100%; margin: auto; display: block;\"  class=\"vidyard-player-embed\"  src=\"https:\/\/play.vidyard.com\/oY6W8RrSiDF2f9qLWEwWpQ.jpg\"  data-uuid=\"oY6W8RrSiDF2f9qLWEwWpQ\"  data-v=\"4\"  data-type=\"inline\"  data-width=\"500\"  data-height=\"281\"\/>\n<\/div><\/figure>\n\n\n\n<p>For students enrolled in classes through <a href=\"https:\/\/www.salesforce.com\/customer-stories\/pearson\/\" target=\"_blank\" rel=\"noreferrer noopener\">Pearson<\/a>, an online education platform, learning happens when and where they\u2019re able to carve out a few hours. And that could be anytime \u2014 day or night. Suddenly realizing they don\u2019t have the right access code for their courseware can be frustrating.&nbsp;<\/p>\n\n\n\n<p>Using Agentforce, Pearson can get those students logged in, ready to work through courses or problem sets no matter the hour. The value, said Gabriele Bauman, VP of Customer Relationship Management &amp; Employee Platforms for Pearson, is not necessarily monetary. It\u2019s a feeling of being supported right away. \u201cIt really drives loyalty,\u201d she said.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-uchicago-medicine\">UChicago Medicine<\/h2>\n\n\n\n<figure class=\"wp-block-embed aligncenter is-type-video is-provider-vidyard wp-block-embed-vidyard\"><div class=\"wp-block-embed__wrapper\">\n<script type=\"text\/javascript\" async src=\"https:\/\/play.vidyard.com\/embed\/v4.js\"><\/script><img decoding=\"async\"  style=\"width: 100%; margin: auto; display: block;\"  class=\"vidyard-player-embed\"  src=\"https:\/\/play.vidyard.com\/LveAAkTUh51yZHEAHpbDJm.jpg\"  data-uuid=\"LveAAkTUh51yZHEAHpbDJm\"  data-v=\"4\"  data-type=\"inline\"  data-width=\"500\"  data-height=\"281\"\/>\n<\/div><\/figure>\n\n\n\n<p>The patient journey through the healthcare system can be disjointed. At UChicago Medicine, the customer service hub had more than 150 representatives, but patients were still often <a href=\"https:\/\/www.salesforce.com\/customer-stories\/uchicago-medicine\/\" target=\"_blank\" rel=\"noreferrer noopener\">routed to voicemail<\/a> or transferred to departments that didn\u2019t have the right information at hand.&nbsp;<\/p>\n\n\n\n<p>Even simple tasks like refilling a prescription or figuring out parking took an average of four minutes. \u201cWe are trying to flip that on its head and really make this a way for patients to reach out to us at the time they want to and in the mode that they want to,\u201d said Tyler Bauer, SVP of System Ambulatory Operations for UChicago Medicine.&nbsp;<\/p>\n\n\n\n<p>Now, instead of patients being forced to try and contact their clinicians at certain prescribed times, AI is helping UChicago Medicine remediate some of that disjunction. Better still: When the patient actually is with their doctor, technologies like ambient listening eliminate the need to type notes on a computer and allow the clinician and the patient to interact as humans, face-to-face.<\/p>\n\n\n\n<aside class=\"more-from-block more-from-block--2 alignfull wp-block-newsroom-moreontopic\">\n\t<div class=\"more-from-block__content\">\n\t\t\t\t\t<h4 class=\"more-from-block__title\">Related<\/h4>\n\t\t\n\t\t<div class=\"more-from-block__cards more-from-block__cards--2\"\n\t\t\t\t>\n\t\t\t\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"13410\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/in\/news\/stories\/bengaluru-second-city-uplink-urban-challenge\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"683\" src=\"https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2026\/04\/EIV03044.jpg?w=1024\" class=\"content-card__image\" alt=\"Salesforce at the event\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2026\/04\/EIV03044.jpg 6240w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2026\/04\/EIV03044.jpg?w=300&amp;h=200 300w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2026\/04\/EIV03044.jpg?w=768&amp;h=512 768w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2026\/04\/EIV03044.jpg?w=1024&amp;h=683 1024w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2026\/04\/EIV03044.jpg?w=1536&amp;h=1024 1536w, 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Posts\t\t<\/a>\n\t\t<\/div>\n<\/noscript>\n\t<\/div>\n<\/aside>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-go-deeper\"><strong>Go deeper:<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Take a tour of <a href=\"https:\/\/www.salesforce.com\/news\/stories\/agentforce-city-dreamforce-2025\/\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce City<\/a><\/li>\n\n\n\n<li>Learn how voice is reshaping the <a href=\"https:\/\/www.salesforce.com\/news\/stories\/agentforce-ai-voice-agents-future\/\" target=\"_blank\" rel=\"noreferrer noopener\">call center industry<\/a><\/li>\n\n\n\n<li>Find five <a href=\"https:\/\/www.salesforce.com\/news\/stories\/five-dreamforce-2025-takeaways\/\" target=\"_blank\" rel=\"noreferrer noopener\">key takeaways<\/a> from Dreamforce 2025<\/li>\n\n\n\n<li>Dive deeper into how the <a href=\"https:\/\/www.salesforce.com\/news\/stories\/kyle-texas-agentforce-city-government\/\" target=\"_blank\" rel=\"noreferrer noopener\">city of Kyle, Texas<\/a>, used AI to reinvent constituent services<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>People with questions are everywhere, all the time, and entities like city governments and medical institutions don\u2019t necessarily have the budgets to establish 24\/7 call centers. Taxpayer dollars and patient fees are precious. Using AI and Agentforce, however, these organizations can meet their constituents, patients, learners, and customers whenever and wherever they are when they [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":12439,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":true,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[],"tags":[],"sf_content_type":[],"sf_theme":[],"sf_topic":[],"sf_product":[2760],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1189],"sf_collection":[],"sf_visibility":[1522],"coauthors":[],"class_list":["post-12440","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_product-agentforce","sf_location-apac"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How Businesses Use AI to Meet People Where (and When) They Are - Salesforce<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/in\/news\/stories\/how-ai-meets-people-where-they-are\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How Businesses Use AI to Meet People Where (and When) They Are\" \/>\n<meta property=\"og:description\" content=\"People with questions are everywhere, all the time, and entities like city governments and medical institutions don\u2019t necessarily have the budgets to establish 24\/7 call centers. Taxpayer dollars and patient fees are precious. Using AI and Agentforce, however, these organizations can meet their constituents, patients, learners, and customers whenever and wherever they are when they [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/in\/news\/stories\/how-ai-meets-people-where-they-are\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:published_time\" content=\"2025-11-03T17:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-11-07T10:08:39+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/11\/Dreamforce-Customer-Insights-2.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"675\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"NewsArticle\",\"@id\":\"https:\/\/www.salesforce.com\/in\/news\/stories\/how-ai-meets-people-where-they-are\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/in\/news\/stories\/how-ai-meets-people-where-they-are\/\"},\"author\":{\"name\":\"\",\"@id\":\"\"},\"headline\":\"How Businesses Use AI to Meet People Where (and When) They Are\",\"datePublished\":\"2025-11-03T17:00:00+00:00\",\"dateModified\":\"2025-11-07T10:08:39+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/in\/news\/stories\/how-ai-meets-people-where-they-are\/\"},\"wordCount\":579,\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/in\/news\/stories\/how-ai-meets-people-where-they-are\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/11\/Dreamforce-Customer-Insights-2.png\",\"inLanguage\":\"en-IN\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.salesforce.com\/in\/news\/stories\/how-ai-meets-people-where-they-are\/\",\"url\":\"https:\/\/www.salesforce.com\/in\/news\/stories\/how-ai-meets-people-where-they-are\/\",\"name\":\"How Businesses Use AI to Meet People Where (and When) They Are - 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