{"id":90893,"date":"2025-11-06T14:30:09","date_gmt":"2025-11-06T22:30:09","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=90893"},"modified":"2025-11-11T09:28:13","modified_gmt":"2025-11-11T17:28:13","slug":"customers-deploying-agentforce","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/customers-deploying-agentforce\/","title":{"rendered":"Test, Learn, Iterate: Lessons from Five Real-World Agentforce Rollouts"},"content":{"rendered":"\n<div class=\"wp-block-group is-style-shadow-box is-style-takeaways\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<h2 class=\"wp-block-heading has-black-color has-text-color has-link-color wp-elements-471ecb11ca02c2e7ea813f9dd3857484\" id=\"h-key-takeaways\">Key Takeaways<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><em>Agentic deployments are only effective when driven by clean, structured data and deep context, requiring companies like Heathrow and Safari365 to invest heavily in data integrity before deployment.<\/em><\/li>\n\n\n\n<li><em>When it comes to AI rollouts, companies often have to treat challenges (like lack of reporting or restrictive initial parameters) as learning opportunities, using continuous dashboard monitoring and alignment between agents and human teams to refine and scale deployments.<\/em><\/li>\n<\/ul>\n<\/div><\/div>\n\n\n\n<p>Companies are under pressure to move through their <a href=\"https:\/\/www.salesforce.com\/news\/stories\/cfos-invest-ai-for-growth\/\" target=\"_blank\" rel=\"noreferrer noopener\">AI deployments quickly<\/a> so they can get to ROI as soon as possible. But technologies as powerful as AI and <a href=\"https:\/\/www.salesforce.com\/agentforce\/ai-agents\/\" target=\"_blank\" rel=\"noreferrer noopener\">agents<\/a> aren\u2019t always easy to roll out. Data needs to be organized. Guardrails need to be determined. Knowledge articles need to be created. Often, it\u2019s hard to know how well something works until the fail points make themselves known.<br><br>One key to success, said Peter Burns, Director of Marketing, Digital &amp; eCommerce at Heathrow Airport, is data. \u201cThis may sound obvious, but of course it&#8217;s an important one. And that&#8217;s data. An agentic experience is only as good as the data that drives it. So in Agentforce, Salesforce brings a great front-end experience for us that continues to learn,\u201d he said. \u201cBut it&#8217;s the business\u2019s responsibility to bring that data in a structured way and the right way to drive the right experience.\u201d\u00a0<\/p>\n\n\n\n<p>Heathrow\u2019s customer service agent, called Hallie, can answer questions about things like security checkpoint wait times, restaurant locations, and gate directions. One reason it works so well, said Burns, is that all of Heathrow\u2019s customer data sits in Data 360. \u201cWe spend a lot of time focusing on the quality of that data and ensuring it&#8217;s matched to our customers to give them the information they want at the right stage of the journey.\u201d<\/p>\n\n\n\n<p>These Salesforce customers faced challenges along the way to becoming <a href=\"https:\/\/www.salesforce.com\/agentforce\/agentic-enterprise\/\" target=\"_blank\" rel=\"noreferrer noopener\">Agentic Enterprises<\/a> \u2014 but they treated them as valuable learning opportunities, making smart, iterative adjustments that ultimately strengthened their deployments. They\u2019re lessons that can help guide other companies along the Agentic Enterprise journey.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-engine-overcoming-missed-connections\"><strong>Engine: Overcoming Missed Connections<\/strong><\/h2>\n\n\n\n<div class=\"wp-block-group is-style-media-wrapping-container\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<figure class=\"wp-block-embed alignright 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\/wicadDhieGqnNm8z4g2Lkd.jpg\"  data-uuid=\"wicadDhieGqnNm8z4g2Lkd\"  data-v=\"4\"  data-type=\"inline\"  data-width=\"500\"  data-height=\"281\"\/>\n<\/div><\/figure>\n\n\n\n<p>Engine is a travel platform where businesses and groups can reserve hotels, flights, and car rentals. Sometimes, though, those groups have to cancel those bookings. Now Eva, Engine\u2019s Agentforce-powered assistant, can take that on. If someone wants to cancel three rooms from a 15-room reservation, <a href=\"https:\/\/www.salesforce.com\/customer-stories\/engine\/\" target=\"_blank\" rel=\"noreferrer noopener\">Eva can combine data<\/a> from the customer\u2019s profile and interaction history, connect to the company\u2019s internal booking platform, and cancel the unwanted rooms, without human reps needing to spend valuable time on an administrative task.\u00a0<\/p>\n\n\n\n<p>The upside of this work is evident in both cost savings and customer satisfaction. The company is currently anticipating saving<strong> <\/strong>$2 million through its ability to handle queries without human intervention. More importantly, the continuous feedback loop allowed Engine to improve its Customer Satisfaction Score from 3.7 to 4.3 out of 5.&nbsp;<\/p>\n\n\n\n<p>The journey to deploying Eva did have a few delays and missed connections. One pain point was a lack of visibility: \u201cWe didn&#8217;t have reporting,\u201d explained Demetri Salvaggio, VP of Customer Experience &amp; Operations, and the team had to put manual reporting in place while waiting for out-of-the-box analytics. Today, however, with Agentforce Studio they can see what Eva struggles with and resolve it. One example: Eva initially provided a confusing answer in response to queries about wedding blocks. Engine\u2019s deployment team reviewed this \u201cmoment\u201d in the dashboard and wrote a<strong> <\/strong>new knowledge article for that use case, ensuring Eva would have the information it needed to respond correctly in the future.&nbsp;<\/p>\n\n\n\n<p>Looking ahead, Engine will continue working on its <a href=\"https:\/\/www.salesforce.com\/news\/stories\/agentforce-ai-voice-agents-future\/\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce voice implementation<\/a> \u2014 ensuring the right tonality, speed, and tenor to reflect the brand. It\u2019s also focused on creating a \u201cbuild-once\u201d platform that allows the company to deploy automations seamlessly across all channels, reducing tech debt and improving scalability. The company also hopes to expand\u00a0 into voice-to-text applications to further enhance efficiency, accessibility, and customer insight \u2014 so customers have less trouble and more travel.<\/p>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--mountain\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tHow Voice AI Is Reshaping the $135 Billion Call Center Industry\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\/news\/stories\/agentforce-ai-voice-agents-future\/\" target=\"_blank\">\n\t\t\t\t<span>READ THE STORY<\/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-mountain\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-mountain-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-mountain-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-mountain-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-mountain-large@1x.png\"\n\t\talt=\"Illustration of mountain\"\n\t\tsizes=\"(min-width:1024px) 175px, 130px\"\n\t>\n\t<\/aside>\n\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-devry-university-learning-how-to-help-students-learn\"><strong>DeVry University: Learning How to Help Students Learn<\/strong><\/h2>\n\n\n\n<div class=\"wp-block-group is-style-media-wrapping-container\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<figure class=\"wp-block-embed alignright 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\/pmiQSYgEWagxQP8X8KvqMk.jpg\"  data-uuid=\"pmiQSYgEWagxQP8X8KvqMk\"  data-v=\"4\"  data-type=\"inline\"  data-width=\"500\"  data-height=\"281\"\/>\n<\/div><\/figure>\n\n\n\n<p>DeVry University has long served a unique population \u2014 adult learners pursuing degrees and credentials that fit into busy, often unpredictable lives. In fact, more than 80% of its learners are over 25, many of whom are balancing careers, caregiving, and school.<\/p>\n\n\n\n<p>\u201cOur students engage with us around the clock, often when we\u2019re not immediately available,\u201d said Chris Campbell, CIO of DeVry University. \u201cWe needed a way to ensure students could get accurate, helpful information anytime \u2014 not just when staff were online.\u201d To meet that goal, DeVry turned to Agentforce to create an always-on, AI-powered support experience for learners.&nbsp;<\/p>\n\n\n\n<p>However, DeVry faced two key challenges. The first involved DeVryPro, the university\u2019s AI-powered online learning platform designed to help modern workers adapt to emerging technologies. Initially, the agent\u2019s responses were too restrictive, often saying, \u201cI can\u2019t answer that here.\u201d After analyzing real conversations, the team adjusted the parameters, expanding its ability to provide relevant, actionable insights. Within 48 hours, engagement improved significantly.<\/p>\n<\/div><\/div>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--evergreen\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tDeVry utilizes innovation and technology to care for students.\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\/education\/devry-university\/\" target=\"_blank\">\n\t\t\t\t<span>LEARN MORE<\/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-evergreen\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-evergreen-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-evergreen-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-evergreen-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-evergreen-large@1x.png\"\n\t\talt=\"Illustration of evergreen\"\n\t\tsizes=\"(min-width:1024px) 175px, 130px\"\n\t>\n\t<\/aside>\n\n\n\n\n<p>The second challenge arose with one of DeVry\u2019s student portal agents designed to help current learners navigate the academic catalog. The issue wasn\u2019t accuracy but context. Without course history, the agent often recommended completed or irrelevant courses. DeVry\u2019s solution was to integrate structured data sources, giving the agent the awareness needed to personalize responses in real time.<\/p>\n\n\n\n<p>These improvements marked another step in the university\u2019s evolution toward an AI-enabled, student-centered model \u2014 one that incorporates automation and human insight to deliver care when and where students need it most.&nbsp;<\/p>\n\n\n\n<p>\u201cTechnology should enhance human connection, not replace it,\u201d said Campbell. \u201cWith Agentforce, we\u2019re able combine automated accuracy with human care \u2014 working together to support students whenever and however they need it.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-indeed-understand-that-agentic-implementations-are-like-no-other\"><strong>Indeed: Understand That Agentic Implementations Are Like No Other<\/strong><\/h2>\n\n\n\n<p>Indeed launched agents across the company\u2019s workflows to make the job search even faster, but the company quickly realized that three things make agent deployment different from other tech implementations. First, agent deployments require fundamentally changing team structures \u2014 who is involved in building these types of products \u2014 and modifying other internal processes.<br><br>Then there was the question of data sources. \u201cThe more context the agent has, the more powerful,\u201d said Linda West, VP of Business Automation. \u201cInvesting a lot of time in understanding what data sources are going to enrich the context for the agent is such a critical part of the process to ensure the agent is as powerful as it possibly can be.\u201d<br><br>Finally, Indeed found that alignment with human teams is essential. \u201cYou can\u2019t underestimate the fact that in most of these cases, you need humans and agents to work here hand in hand,\u201d said West. This alignment required clarity with the \u201chuman teams\u201d on the vision and the problem set \u2014 a key element of any company\u2019s agentic implementation strategy.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-safari365-all-in-on-data-360\"><strong>Safari365: All in on Data 360<\/strong><\/h2>\n\n\n\n<p>In the early days of Safari365, the company managed $30,000 custom trips with spreadsheets and Word docs. A single itinerary could involve 20 vendors across multiple destinations, and the tech stack was totally fragmented. Leads came from one tool, emails were sent from another, and availability lived elsewhere. \u201cIt was impossible to get a full picture of the customer journey,\u201d said Marcus Brain, <a href=\"https:\/\/www.salesforce.com\/customer-stories\/safari365-marcus-brain-interview\/\" target=\"_blank\" rel=\"noreferrer noopener\">Founder of Safari365<\/a>, which is one of Africa\u2019s leading tour operators. \u201cWe had no way to track performance, spot bottlenecks, or understand where we were losing potential travelers.\u201d<br><br>When Safari365 initially got started with Salesforce, it was a big lift to rebuild all of the pricing logic into the system \u2014 the company had 3,000 different suppliers, each with different rules. (For example, what\u2019s the fee for sharing a room with a child versus with a partner?) But, said Brain, the focus on data was worth the effort. When Safari365 recently got started with Agentforce, it had actually just completed another major data cleanup. The timing was perfect. \u201cBecause our data is so clean and structured, we were in a great position to launch Agentforce,\u201d said Brain. \u201cWe could immediately take advantage of the automation because all the inputs were already there, deeply integrated into our workflows.\u201d Now, when customers book a trip, they get a personalized set of \u201cday notes\u201d telling them exactly what each day of their custom trip will look like. Or Agentforce can go back to a conversation with the customer from years ago and pull up the fact that the client\u2019s son loves elephants and suggest a close-up experience.<br><br>Next up? Safari365 is going all in on <a href=\"https:\/\/www.salesforce.com\/data\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Data 360<\/a>. \u201cRight now, so much of our staff\u2019s time is spent calling small bush camps and digging through third-party sites. That\u2019s not structured Salesforce data,\u201d said Brain. With Data 360, \u201cwe\u2019ll be able to marry external data \u2014 like TripAdvisor reviews or Booking.com content \u2014 with our internal records. It\u2019ll help us vet new suppliers, enrich itineraries, and take our personalization to the next level.\u201d\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Key Takeaways Companies are under pressure to move through their AI deployments quickly so they can get to ROI as soon as possible. But technologies as powerful as AI and agents aren\u2019t always easy to roll out. Data needs to be organized. Guardrails need to be determined. Knowledge articles need to be created. Often, it\u2019s [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":90897,"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":[1730],"sf_theme":[1917],"sf_topic":[21212,20528,1744,2798],"sf_product":[19930],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1798],"sf_collection":[21201],"sf_visibility":[],"coauthors":[21221],"class_list":["post-90893","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","sf_content_type-feature-stories","sf_theme-customer-engagement","sf_topic-agentic-enterprise","sf_topic-agents","sf_topic-customer-success","sf_topic-data","sf_product-agentforce","sf_location-global","sf_collection-fy26-q4"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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