Wiley boosts service efficiency with Salesforce Agentforce

Overview

Publisher Wiley uses Salesforce Agentforce alongside Service Cloud and Einstein AI to manage customer service, letting AI agents resolve common issues like password resets and account access so human reps can focus on complex cases. Agentforce improved case resolution by over 40% compared to Wiley's previous chatbot, helped onboard seasonal agents 50% faster, and delivered a 213% return on investment with $230,000 in annual cost savings.

The challenge

Service call spikes during peak times required agents to work more efficiently. Thousands of students use Wiley's educational resources every year, and as each new semester begins, there's a surge in the number of service requests, increasing the demand for customer service efficiency and positive customer experiences.

The solution

Wiley uses Agentforce, and Service Cloud with Einstein AI, to manage its customer service operations. Agentforce is configured to answer questions using Wiley's knowledge base and can automatically resolve account access issues and reset passwords; it also triages registration and payment issues, directing students to the appropriate resources. Einstein helps service reps draft responses grounded in Wiley's knowledge base and CRM data, and Agentforce creates case summaries when a case is complete so the next person or supervisor can get caught up quicker. Wiley is also piloting Prompt Builder to help agents build trusted, reusable prompts, and uses Einstein case classification to identify cases related to supplier issues, helping the product team prioritize enhancements.

Reported business value

Agentforce improved case resolution by over 40% in the first few weeks of use compared to Wiley's previous chatbot, helped onboard seasonal agents 50% faster, and delivered a 213% return on investment with $230,000 in annual cost savings.