Each colour maps a published value to the exact source passage used to support it. Only bounded excerpts are public; administrators can inspect the complete captured source.
Title
Datasite's Agentforce resolves 70% of dealmaker chat inquiries autonomously
…e story Agentforce eases merger and acquisition deals for Datasite’s customers. Always-on digital customer success team autonomously resolves 70% of dealmaker inquiries. Share the story Products Used Agentforce Einstein AI A surge in merger and acqu…
Description
Datasite, an M&A SaaS platform used by over 1.8 million dealmakers across 180 countries, deployed Salesforce Agentforce to replace its Einstein chatbot for customer chat support. Agentforce pulls answers directly from Datasite's knowledge base of over 2,000 articles, transfers cases to live Assist team members with a chat summary when needed, and understands natural-language queries in multiple languages. Datasite expects Agentforce to resolve 70% of incoming chat queries, 20% more than the prior Einstein chatbot's 50%.
Agentforce eases merger and acquisition deals for Datasite’s customers. Skip to content Products Back Products All Products Agentforce Back Agentforce…
Company
Datasite
…now resolves 70% of day-to-day chat questions accurately, 24/7. About Datasite Datasite is a leading SaaS platform used by enterprises around the world to execute complex, strategic projects like M&A, restructurings, and initial public offerings. The Challenge for Datasite Datasite needed faster, more dynamic chat support to…
Industry
Financial Services
…ite Datasite is a leading SaaS platform used by enterprises around the world to execute complex, strategic projects like M&A, restructurings, and initial public offerings. The Challenge for Datasite Datasite needed faster, more dynamic chat support t…
Problem
As global M&A activity surged 12% in 2024, Datasite faced growing demand for fast, reliable chat support from dealmakers managing high-stakes transactions. Its first solution, the Einstein chatbot, resolved 50% of cases through self-service but couldn't transfer customers to a live Assist team member, relied on manual updates that could produce outdated or incomplete answers, and required customers to leave the chat and call customer success for further help.
…ghts they need to navigate complex, high-stakes deals with speed and precision. As global M&A activity surged 12% in 2024, Datasite faced a growing demand for fast, reliable support from dealmakers managing multiple high-stakes transactions. Customers needed quick answers to routine chat questions, from how to redact se…
Implementation approach
Datasite's Salesforce administrator worked with Salesforce Professional Services to implement Agentforce. The Assist team piloted Agentforce for six weeks before making it available to customers, creating 20 distinct Agentforce topics and actions and thoroughly testing agent actions with the "preview conversation" feature in Agent Builder before going live, with ongoing monitoring afterward.
…erson. “Fortunately, we have a great knowledge base and continue to add to it.” The Assist team piloted Agentforce for six weeks before making it available to customers. They created 20 distinct Agentforce topics and actions, such as the workflow fo…
Solution
Datasite deployed Salesforce Agentforce, which surfaces accurate answers from Datasite's knowledge base of over 2,000 articles instantly, understands natural-language queries in multiple languages, and automatically pulls the latest information rather than relying on manual updates. When needed, Agentforce seamlessly transfers cases to a live Assist team member with a chat summary and key account details. Datasite's Salesforce administrator worked with Salesforce Professional Services to implement Agentforce, ensuring it had access to customer profile, case history, chat history, and product information.
…customers make the most of their secure platform while they navigate M&A deals. Not only does Agentforce surface accurate answers to frequently asked questions instantly, it understands and responds to a wide range of natural-language queries in multiple languages. This saves time for dealmakers on a deadline and ensures they don’t have to spe…
Business value
Agentforce currently resolves 70% of incoming chat queries, 20% more than the prior Einstein chatbot's 50%, freeing the Assist team to focus on personalized guidance, strategic recommendations, and cross- and upsell opportunities.
…e for phone-based assistance. With its expanded knowledge base and flexibility, Datasite expects to use Agentforce to resolve 70% of incoming chat queries — 20% more than their Einstein chatbot. This will give the Assist team more time to offer personalized guidance and str…
AI capabilities
Generative AI, Agentic AI, Conversational AI
…ures dealmakers get instant, accurate support to keep the transaction on track. Agentforce — the agentic layer of the Salesforce Platform — is helping Datasite customers make the most of their secure platform while they navigate M&A deals. Not only does Agentforce surface accurate answer…
Technology
Salesforce Agentforce, Salesforce Einstein, Agentforce Agent Builder, Einstein Trust Layer
…success team autonomously resolves 70% of dealmaker inquiries. Share the story Products Used Agentforce Einstein AI A surge in merger and acquisition (M&A) activity in 2024 meant more inquiries f…
