Wiley deployed Salesforce's Agentforce and Einstein for Service in customer support. The AI handles routine enquiries — which pile up at predictable points in the academic year — and routes complex cases to human agents.
Benefits & outcomes
213% return on investment; $230,000 saved annually.
Case resolution improved over 40% against the previous chatbot.
Seasonal agents onboarded 50% faster.
AI-generated response drafts and case summaries speed up the human side too.
Notes & quotes
"It can fully execute processes, start to finish. That is going to create a lot of value where you're able to keep service agents focused on more complex issues." — Kevin Quigley, Senior Manager, Continuous Improvement
Case summaries double as trend identification and product feedback.
Publisher / company: Wiley
Date of mention: 01/04/2025
Source: https://www.salesforce.com/customer-stories/wiley/