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Experts of ExperienceAuthor: Mission.org
If your customers arent happy, they will let you and the whole world know. Loudly. Ever wonder how companies deliver a consistent experience that meets - and exceeds - their customers expectations? On this show, well dive deep into the world of customer experience and share how businesses are navigating high expectations and leveraging emerging technology like AI and GPT to create the next great experience for their customers. Hosted by Lauren Wood and featuring some of the smartest business minds of the day, Experts of Experience is your go-to resource for ideas, innovation, and inspiration to level up your CX. This podcast is presented by Salesforce Customer Success. Language: en Genres: Business, Management, Marketing Contact email: Get it Feed URL: Get it iTunes ID: Get it Trailer: |
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Agentforce: Why CEOs and Customers Are Asking For AI Like This!
Episode 61
Wednesday, 18 December, 2024
“Limitless.” That’s how Kishan Chetan, the Executive VP and GM of Salesforce Service Cloud, describes the future of AI in customer service. Kishan Chetan explains why customer experience has evolved from deflecting customer interaction and how state-of-the-art tools like Agentforce are the key to providing proactive customer engagement, meaningful connection for employees and customers alike, and equitable accessibility for every type of customer. Whether you’re searching for that hidden, game-changing data that’s currently free-floating in an untitled spreadsheet, or you need to centralize your customer’s feedback so every department offers impeccable service, or you simply want to know how to choose, pilot, and customize the right AI tool for your business… this episode is for you.Key Moments:00:00 Introduction to Customer Efficiency00:41 Transforming Customer Service with AI02:06 The Limitless Future of AI03:48 Proactive and Reactive AI Service05:47 Introducing Agentforce07:49 AI Agents vs. Chatbots09:43 Human and AI Collaboration17:15 Real-World Examples of AI in Action22:58 Leveraging Unstructured Data for Better Operations23:20 Unified Knowledge: Powering AI with Comprehensive Data24:03 Challenges in Centralizing Data for AI25:55 Importance of Quality Data and Human Curation26:47 Practical Tips for Implementing AI in Customer Service28:16 Choosing the Right Channels for Customer Interaction29:21 Balancing AI and Human Interaction31:37 Piloting AI Solutions for Maximum Impact32:23 Creating Exceptional Customer Experiences with AI36:04 Future Trends in AI and Customer Service38:25 Potential Pitfalls and Considerations41:34 Optimizing Customer Experience: Real-World Examples44:04 Advice for Customer Experience Leaders –Are your teams facing growing demands? Join CX leaders transforming their strategies with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org
