Source proof for Wiley boosts service efficiency with Salesforce Agentforce

Wiley sees 213% return on investment with Salesforce. Skip to content Products Back Products All Products Agentforce Back Agentforce…

…ts rep productivity, allowing them to take on more cases as the business grows. Wiley now uses Agentforce, and Service Cloud with Einstein AI to manage its customer service operations. With Agentforce, AI-powered agents help customers resolve common issues on thei…

…s employees. 40 +% higher case resolution with Agentforce than previous chatbot 213 % return on investment $ 230K annual cost savings Additional Customer Success Stories Customer Story Generative AI speeds up the…

…ide a 213% ROI achieved through their Service Cloud implementation. About Wiley Wiley is a publisher and a trusted leader in research and learning. Its industry-leading content, services, platforms, and knowledge networks are t…

…ide a 213% ROI achieved through their Service Cloud implementation. About Wiley Wiley is a publisher and a trusted leader in research and learning. Its industry-leading content, services, platforms, and knowledge networks are t…

…ructors, professionals, institutions, and corporations. The Challenge for Wiley Service call spikes during peak times required agents to work more efficiently. Thousands of students use Wiley’s educational resources every year. 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. How Salesforce Helps Wiley Agentforce and AI-powered service boosts rep product…

…iloting Agentforce to help customers with dynamic, conversational self-service. 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 appr…

…chool year. Agentforce creates case summaries to save time and identify trends. When a case is complete, Agentforce summarizes the conversation, so the next person or supervisor can get caught up quicker. Wiley uses these summaries to spot trends, provide product feedback, and delive…

…value where you're able to keep service agents focused on more complex issues.” Wiley is also piloting Prompt Builder , which empowers employees to finish tasks faster by building trusted, reusable prompts. With Prompt Builder, Wiley agents are making strides in cutting down on service…

…andle routine inquiries, human agents have more time to focus on complex cases, outperforming Wiley’s previous chatbot by over 40% case resolution in the first few weeks of use. “It can fully execute processes, start to finish,” said Kevin Quigley, Senior…

…ness and number of support cases grow. With the help of AI productivity tools , Wiley was able to onboard seasonal agents 50% faster, leading to a 213% return on investment and $230,000 in savings. The generative AI capabilities in Agentforce further boost agent productivity.…

…The generative AI capabilities in Agentforce further boost agent productivity. Einstein helps service reps draft responses, grounded by the critical business context contained in Wiley’s knowledge base and trusted CRM data. This means service reps can spend less time searching for information and answe…

…ts rep productivity, allowing them to take on more cases as the business grows. Wiley now uses Agentforce, and Service Cloud with Einstein AI to manage its customer service operations. With Agentforce, AI-powered agents help customers resolve common issues on thei…

…value where you're able to keep service agents focused on more complex issues.” Wiley is also piloting Prompt Builder , which empowers employees to finish tasks faster by building trusted, reusable prompts. With Prompt Builder, Wiley agents are making strides in cutting down on service…