Customer service

Wiley implemented Salesforce’s Agentforce and Einstein for Service to enhance customer support efficiency, particularly during peak academic periods. The AI-driven solution automates routine inquiries, allowing human agents to focus on complex cases, thereby improving overall service quality.

Under a £40 million contract with outsourcing firm Serco, the BBC plans to implement AI technology to automate the handling of viewer complaints. The system is expected to process the most common types of complaints, with the AI…