Make every case an AI-powered success story. When you combine the power of human expertise and AI on a single, unified platform, you can resolve routine cases autonomously while giving humans reps the context they need for complex cases. Say goodbye to service silos and hello to operational efficiency and the proactive, personalized support customers demand.
Boosty productivity and customer satisfaction with human reps and AI agents powered by your trusted data. Automate routine cases with AI. Ensure seamless handoffs to human reps for high-touch moments.
Source: Salesforce Customer Success Metrics Study
Deliver personalized customer service at scale. Bring all of your support needs onto one platform so you can decrease costs while increasing efficiency.
Transform the human rep experience with a unified, AI-driven workspace that consolidates every conversation, Data 360 insights, and automated workflow into a single, intuitive interface. Provide instant access to full Customer 360 context and real-time AI guidance, so reps can resolve even the most complex cases with greater accuracy and significantly reduced effort. Minimize context switching so your team can focus on high-value, human-centric service while AI manages data orchestration and routine processes.
Let AI create dynamic, step-by-step guidance plans based on incoming case data, customer engagement history, and trusted Knowledge, so you can streamline customer support, enhance human rep productivity, accelerate onboarding, and ensure compliance. Achieve higher service standards, optimize resource allocation, and improve overall customer satisfaction by integrating intelligent automation with detailed service plans.
Integrate external knowledge bases directly into the platform to give AI agents a comprehensive, unified source of truth. Ground AI response in your company data so customers receive instant, accurate answers to routine inquiries. Give your human reps the time to focus on high-value, complex customer needs instead of repetitive troubleshooting.
Help service leaders manage AI agents and human reps in real time with full visibility into active conversations across every channel. Track AI performance, step in when human support is needed, and seamlessly transfer cases to ensure consistent quality, faster resolutions, and proactive issue management.
Deflect all your routine cases with an intelligent, conversational interface that gives cusotmers accurate, grounded answers instantly.
Give your customers concierge-style, conversational service with 24/7 access to grounded answers and tailored support across all self-service channels. Surface relevant insights and actionable solutions with real-time Customer 360 data for every interaction.
Anticipate customer needs with real-time Data 360 signals that trigger proactive assistance before problems arise. Share personalized, step-by-step guidance that empowers users to resolve their own inquiries while significantly lowering operational support costs. Increase resolution rates with 24/7 Agentforce support that transforms every self-service interaction into a fast, effortless, and data-driven journey.
Scale around-the-clock support with prebuilt topics and actions for any use case. Seamlessly integrate AI agents into your portal to handle topics including order inquiries, online bookings, account management, and more. For example, Agentforce can look up a recent order using the customer’s authenticated data, then use the order number to check the delivery status on their behalf.
Unify every conversation and CRM context across any channel to deliver seamless support.
Increase customer satisfaction and boost service team productivity with trusted conversational, predictive, and generative AI solutions built into the flow of work.
Equip your mobile workforce to deliver critical services faster, smarter, and at scale.
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