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How CSL Used Agentforce to Resolve 73% of Operator Cases Within 3 Weeks for a Reservation Platform
Cloud Science Labs enhanced customer experiences with Agentforce, Data 360, Service Cloud, Marketing Cloud, Tableau, Slack for restaurant reservation platform.
About The Project:
Cloud Science Labs deployed Agentforce, Data 360, Service Cloud, Marketing Cloud, Tableau & Slack for a restaurant reservation platform. The outcome 73% of restaurant operator cases were resolved autonomously within just 3 weeks of launch an extraordinary early result. The platform handles over 11,000 customer conversations per week across both the restaurant and diner support agents, with the vast majority resolved without human intervention.
Industry:
Travel Hospitality
Project:
Agentforce Powered Transformation for Travel
About the Client:
A restaurant reservation platform.
The Challenge
A restaurant reservation platform serves over 60,000 restaurants and millions of diners globally connecting people to restaurants and helping restaurants manage their business. Both sides of the marketplace generate high volumes of routine inquiries restaurants have questions about reservation management, billing, and platform features; diners need help with bookings, cancellations, and dining guidance. The volume and repetitiveness of these inquiries was straining A restaurant reservation platform's customer support team.
The Agentforce Solution
Cloud Science Labs (CSL) designed and delivered the Agentforce solution:
Two specialised Agentforce agents were deployed a restaurant support agent handling restaurant operator inquiries on reservation management, billing, and platform features; and a diner support agent handling diner booking questions, cancellations, and recommendations. Data 360 provides both agents with real-time context on restaurant profiles and diner history. Slack connects internal teams for seamless escalation and collaboration on complex cases.
Technology used: Agentforce, Data 360, Service Cloud, Marketing Cloud, Tableau & Slack.
The Result
73% of restaurant operator cases were resolved autonomously within just 3 weeks of launch an extraordinary early result.
The platform handles over 11,000 customer conversations per week across both the restaurant and diner support agents, with the vast majority resolved without human intervention.
Quick Answers
Can Agentforce work for a travel business? Yes. CSL deployed Agentforce, Data 360, Service Cloud, Marketing Cloud, Tableau & Slack for a restaurant reservation platform.
What results can Agentforce realistically deliver? 73% of restaurant operator cases were resolved autonomously within just 3 weeks of launch an extraordinary early result.
Which Salesforce technologies does this solution use? Agentforce, Data 360, Service Cloud, Marketing Cloud, Tableau & Slack.
Ready to Do the Same?
If this challenge sounds familiar in your business, Cloud Science Labs can help you achieve similar results with Agentforce.
Book a free Agentforce assessment digital@cloudsciencelabs.com