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Wiley Boosts Self-Service Efficiency with Agentforces
Another amazing Agentforce case study comes from Wiley, a publisher and leader in the world of research and learning. The company was struggling to handle service call spikes at peak times (such as the start of a new semester), which placed extreme pressure on agents. So, the company created AI-powered agents that can help customers resolve issues on their own – even faster than the organization’s previous chatbot. Wiley says Agentforce has increased self-service results and efficiency by over 40 percent and has achieved a 213 percent ROI from its Service Cloud integration. The generative AI capabilities in Agentforce have also boosted agent productivity, helping service reps draft personalized contextual responses. Wiley is even piloting a new “prompt builder” which allows employees to finish tasks faster with AI with trusted, reusable prompts.