Employees faced 30-hour wait times for support. Now, agents in Slack unify data to resolve requests autonomously.
A global cloud software leader with 76,000 employees manages 25,000 IT support tickets monthly alongside complex HR inquiries across fragmented systems.
Employees faced average wait times of up to 30 hours for IT support, while HR staff spent over a day manually cross-referencing disparate platforms...
“What we found with bots before is they’re very dependent on keywords or very specific terms to trigger items. What we’re seeing with Agentforce is the reasoning across articles so it doesn’t just send back a wall of text, but really walks users through it.”
AI-powered CRM platform for sales, service, marketing, and commerce teams.
Note — Salesforce is also the AI provider behind this implementation.
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