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.
Benefits & outcomes
- Achieved a 213% return on investment.
- Saved $230,000 annually.
- Improved case resolution by over 40% compared to the previous chatbot.
- Onboarded seasonal agents 50% faster.
- Enhanced agent productivity through AI-generated response drafts and case summaries.
Notes & quotes
“It can fully execute processes, start to finish,” said Kevin Quigley, Senior Manager, Continuous Improvement. “That is going to create a lot of value where you’re able to keep service agents focused on more complex issues.”
Agentforce’s ability to summarize cases aids in trend identification and product feedback.
Automation helps in tracking supplier-related incidents, facilitating accountability and product enhancements
Publisher / company: Wiley
Date of case study: 01/04/2025
Source: https://www.salesforce.com/customer-stories/wiley/