通过代理AI改善客户体验

Discover how agentic AI is reshaping service delivery, improvingoutcomes and powering sustainable CX transformation INSIDE Foreword In the old days, this would have been an impossibletask. Today, artificial intelligence (AI) is already helpingbusinesses save money and scale efficiently. In the nextphase of customer experience transformation, AI agentsand real-time data converge to optimize operational Customer experience (CX) is transforming in ways thatpeople could have hardly imagined even just a decade ago.Staying on top of it all can be a challenge. With the rise in Forewordpage 2 Section 1Being proactive agentspage 4 Companies are looking for solutions that can helpthem stay on budget, respond to customers quickly Section 2Intelligent omnichannel strategypage 6 Conclusionpage 10 About Salesforcepage 11 About CX Networkpage 12 Foreword AI agents, task-specific digital workers that operateautonomously to increase efficiency and streamlineoperations, are trained on the right data to automate driven Salesforce platform that helps companies slashoperational costs, resolve customer issues quickly and emotional to human agents. Salesforce describes AIagents’ role in this partnership with people like this:“Automate the routine, scale the exceptional.” Salesforce says Service Cloud has resolved 500,000customer conversations and achieved an 80 percentAI resolution rate. The technology can understand,reason and act on customer queries by resolving issues This report, created in partnership with Salesforce,features an explanation of how organizations likeHeathrow Airport, Simplyhealth and Secret Escapes are What makes this a special technology is that it notonly automates processes to alleviate the burden ofhuman agents, but it also collaborates with people. AI Learn about Service Cloud, Salesforce’s completeagentic platform that supports every stage of service,from sales to the contact center. Powered by Data Cloud In this new world, in which man and machine work side-by-side, the traditional role of human agents has beenturned upside down. Previously, CX was about agents agent Hallie. And Hallie has great achievements, so far:40 percent improvement in digital contact efficiency,more than 50 percent fewer chat exchanges to get an years, the airport collected information from customerrelationship management (CRM) data, rewards, wi-fiand digital bookings and fed it into Data Cloud on Today, AI, along with the incredible accessibility to datais giving them the chance to be proactive and strategic.By integrating knowledge-grounded AI with your Data and analytics are the bread and butter of CX.Essentially, they are a human agent’s everything. Upgrading the mobile friendly platform for customersmarked the beginning of this CX transformation. Byapplying Agentforce, Heathrow provided responses tofrequently asked questions (FAQs) and wayfinding to “In today’s contact centers, dataand analytics are not just backendreporting tools. They’re integral to Use cases already exist. For example, Heathrow Airportserves 83 million passengers annually. It is composedof four terminals, shops and restaurants. The goal of The Commerce Cloud powers parking reservationsand duty-free shopping. The Marketing Cloud providestailored communications that can make travelers awareof dining options in their terminal, for example. The “We have a vision to be an extraordinary airport fit forthe future,” says Peter Burns, director of marketing anddigital at Heathrow. “From a marketing and digital point The more passengers use the tools, the smarter the toolsget. Some have referred to this offering as a “digitalconcierge.” The team at Heathrow is calling the AI In fact, disparate and limited data, because mosttravelers’ information lives within the files of individual Being proactive agents “In today’s contact centers, data and analytics are notjust backend reporting tools. They’re integral to real-time agent empowerment,” says Srinivas Sandiri is adigital transformation and AI expert with more than20 years of experience leading enterprise initiatives inCX, data strategy and secure, scalable architecture. The team of Eric Doherty, CEO of DPE International, ahealthcare consulting firm, uses data and analytics,so human agents can see for themselves what thepatient journey is like. As a result, the human agentsare empowered to provide smarter, faster and morepersonalized service. AI-powered dashboards and The consensus is that data plays an irreplaceable rolein CX today. It enables personalization, prevention ofproblems and the superpowers of human agents. “We have empowered our agents by giving them accessto real-time data and tools that provide helpful insights,personalized training and automated workflows,” saysAshlea Atigolo, co-founder and managing partnerconsultant at INATIGO and a CX Network Advisory Board Sandiri cites the merging of data silos into centralized,curated datasets as a major improvement. This giv