{"id":83101,"date":"2024-11-07T10:00:00","date_gmt":"2024-11-07T18:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=83101"},"modified":"2024-11-07T08:39:03","modified_gmt":"2024-11-07T16:39:03","slug":"opentable-agentforce-service-cloud-customer-service","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/opentable-agentforce-service-cloud-customer-service\/","title":{"rendered":"OpenTable Scales Global Customer Service Fast with Secret Ingredient Agentforce"},"content":{"rendered":"\n<p>OpenTable is using <a href=\"http:\/\/agentforce.com\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce<\/a><strong> <\/strong>to provide faster, more personalized customer support with <a href=\"https:\/\/www.salesforce.com\/agentforce\/autonomous-agents\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">autonomous AI agents<\/a>, giving the company\u2019s human teams more time to focus on more time consuming, complicated tasks.\u00a0<\/p>\n\n\n\n<p><strong>The challenge:<\/strong> OpenTable is a global leader in restaurant technology, helping 60,000 restaurants seat 1.7 billion diners annually. To deliver amazing customer experiences at such a large scale, OpenTable was looking to enhance its self-service capabilities without losing their personalized and consistent customer experience.<\/p>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--einstein\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tHumans with agents drive customer success together.\t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p><\/p>\t<\/div>\n\t\t\t<p class=\"tidbit-link label\">\n\t\t\t<a class=\"label has-right-arrow has-right-arrow--small\" href=\"https:\/\/www.salesforce.com\/agentforce\/?d=cta-body-promo-8\" target=\"_blank\">\n\t\t\t\t<span>MEET AGENTFORCE<\/span>\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 14 10\">\n\t<path d=\"M13.92 5.38a1 1 0 000-.76.9.9 0 00-.17-.26.25.25 0 000-.07l-4-4a1 1 0 00-1.46 1.42L10.59 4H1.07a1 1 0 000 2h9.52l-2.3 2.29a1 1 0 000 1.42 1 1 0 001.42 0l4-4a.25.25 0 000-.07.9.9 0 00.21-.26z\" \/>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/p>\n\t\t\t\t<img class=\"tidbit img-einstein\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png\"\n\t\talt=\"Illustration of einstein\"\n\t\tsizes=\"(min-width:1024px) 175px, 130px\"\n\t>\n\t<\/aside>\n\n\n\n\n<p><strong>The solution:<\/strong> As one of the first Salesforce customers to pilot Agentforce, OpenTable was able to deploy autonomous agents to handle customer tickets and inquiries more effectively, increasing productivity and resolution rates. Deeply integrated with Service Cloud, Agentforce will empower OpenTable&#8217;s support team by autonomously handling routine tasks, allowing agents to focus on delivering exceptional service in more complex situations.&nbsp;<\/p>\n\n\n\n<p><strong>Salesforce solutions have helped OpenTable:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Transform Customer Support: <\/strong>Previously, service reps had to spend manual hours navigating disconnected and fragmented data across various systems to manage routine tasks like reservation changes and loyalty point redemptions. Now, Agentforce Service Agent will handle more routine tasks like redeeming loyalty points or changing reservation details automatically while also augmenting human agents with AI-powered, personalized recommendations. For instance, when addressing complex issues like double-booked tables, Agentforce will generate data-driven recommendations that guide OpenTable\u2019s human service representatives to resolve issues swiftly. This frees up OpenTable staff to engage more meaningfully with diners and restaurants to improve the overall customer experience.&nbsp;<\/li>\n\n\n\n<li><strong>Enhance Self-Service Options:<\/strong> OpenTable\u2019s self-service hub, powered by Service Cloud, offers diners instant access to FAQs and detailed knowledge articles in five languages: English, Japanese, German, French, and Spanish. This feature cuts down on inquiries by empowering customers to find answers on their own.<\/li>\n<\/ul>\n\n\n\n<p><strong>Customer perspective:<\/strong> \u201cService Cloud and Agentforce help us deliver effortless experiences that diners and restaurants love. This technology not only allows us to handle simple inquiries automatically so our agents can focus on superior service, it also allows us to quickly understand the reason for the contact, which makes solving it even easier.\u201d \u2013 George Pokorny, Senior Vice President of Global Customer Success, OpenTable<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>This technology not only allows us to handle simple inquiries automatically so our agents can focus on superior service, it also allows us to quickly understand the reason for the contact, which makes solving it even easier.<\/p>\n<cite>George Pokorny, Senior Vice President of Global Customer Success, OpenTable<\/cite><\/blockquote>\n\n\n\n<p><strong>Salesforce perspective:<\/strong> \u201cWe\u2019re excited that our longtime partner OpenTable is one of the first to harness the transformative power of Agentforce. By seamlessly connecting exceptional restaurateurs with diners searching for the perfect table, Agentforce enables OpenTable\u2019s team to engage deeply with their global community, elevating the dining experience and enhancing customer satisfaction.\u201d \u2013 Kishan Chetan, EVP &amp; GM, Service Cloud, Salesforce<\/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=\"93070\"\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\/news\/stories\/orchestration-next-frontier-for-agents\/\"\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=\"576\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/From-AI-Cacophony-to-Agent-Euphony_-Why-Orchestration-Is-Key-to-the-Agentic-Enterprise.png?w=1024\" class=\"content-card__image\" alt=\"Why Orchestration Is the Next Frontier for Agents\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/From-AI-Cacophony-to-Agent-Euphony_-Why-Orchestration-Is-Key-to-the-Agentic-Enterprise.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/From-AI-Cacophony-to-Agent-Euphony_-Why-Orchestration-Is-Key-to-the-Agentic-Enterprise.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/From-AI-Cacophony-to-Agent-Euphony_-Why-Orchestration-Is-Key-to-the-Agentic-Enterprise.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/From-AI-Cacophony-to-Agent-Euphony_-Why-Orchestration-Is-Key-to-the-Agentic-Enterprise.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/From-AI-Cacophony-to-Agent-Euphony_-Why-Orchestration-Is-Key-to-the-Agentic-Enterprise.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/From-AI-Cacophony-to-Agent-Euphony_-Why-Orchestration-Is-Key-to-the-Agentic-Enterprise.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/From-AI-Cacophony-to-Agent-Euphony_-Why-Orchestration-Is-Key-to-the-Agentic-Enterprise.png?w=678&amp;h=381 678w, 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class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/news\/stories\/orchestration-next-frontier-for-agents\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tWhy Orchestration Is the Next (Wildly Necessary) Frontier for Agents\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t6 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"93092\"\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\/news\/press-releases\/2026\/04\/15\/engine-powers-travel-experiences-with-agentforce-slack\/\"\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=\"576\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Engine-Powers-Seamless-Traveler-Experiences-as-an-Agentic-Enterprise-with-Agentforce-and-Slack.png?w=1024\" class=\"content-card__image\" alt=\"Engine Powers Seamless Travel Experiences with Agentforce and Slack\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Engine-Powers-Seamless-Traveler-Experiences-as-an-Agentic-Enterprise-with-Agentforce-and-Slack.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Engine-Powers-Seamless-Traveler-Experiences-as-an-Agentic-Enterprise-with-Agentforce-and-Slack.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Engine-Powers-Seamless-Traveler-Experiences-as-an-Agentic-Enterprise-with-Agentforce-and-Slack.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Engine-Powers-Seamless-Traveler-Experiences-as-an-Agentic-Enterprise-with-Agentforce-and-Slack.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Engine-Powers-Seamless-Traveler-Experiences-as-an-Agentic-Enterprise-with-Agentforce-and-Slack.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Engine-Powers-Seamless-Traveler-Experiences-as-an-Agentic-Enterprise-with-Agentforce-and-Slack.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Engine-Powers-Seamless-Traveler-Experiences-as-an-Agentic-Enterprise-with-Agentforce-and-Slack.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Engine-Powers-Seamless-Traveler-Experiences-as-an-Agentic-Enterprise-with-Agentforce-and-Slack.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Engine-Powers-Seamless-Traveler-Experiences-as-an-Agentic-Enterprise-with-Agentforce-and-Slack.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Engine-Powers-Seamless-Traveler-Experiences-as-an-Agentic-Enterprise-with-Agentforce-and-Slack.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/news\/press-releases\/2026\/04\/15\/engine-powers-travel-experiences-with-agentforce-slack\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tEngine Powers Seamless Travel Experiences with Agentforce and Slack\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t4 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\t\t<\/div>\n\t\t<noscript>\n<div class=\"pagination-fallback\">\n\n\t\t<a href=\"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/posts\/83101\/page\/2\/?bc=OTH#section-title\">\n\t\t\tOlder 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-more-information\"><strong>More information:<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Dive into <a href=\"http:\/\/agentforce.com\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce<\/a><\/li>\n\n\n\n<li>Learn more about <a href=\"https:\/\/www.salesforce.com\/service\/cloud\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Service Cloud<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>OpenTable is using Agentforce to provide faster, more personalized customer support with autonomous AI agents, giving the company\u2019s human teams more time to focus on more time consuming, complicated tasks.\u00a0 The challenge: OpenTable is a global leader in restaurant technology, helping 60,000 restaurants seat 1.7 billion diners annually. To deliver amazing customer experiences at such [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":83104,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[1],"tags":[],"sf_content_type":[19390],"sf_theme":[1917],"sf_topic":[20528,1744,2798,1726],"sf_product":[19930,1772],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1798],"sf_collection":[],"sf_visibility":[],"coauthors":[],"class_list":["post-83101","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","sf_content_type-snapshots-customer-stories","sf_theme-customer-engagement","sf_topic-agents","sf_topic-customer-success","sf_topic-data","sf_topic-digital-transformation","sf_product-agentforce","sf_product-agentforce-service","sf_location-global"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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