Case Study: Salesforce achieves unified, AI-powered customer experience with Bandwidth

Salesforce resolves 85% of customer inquiries with Bandwidth

Salesforce, a major player in cloud-based enterprise software, faced the challenge of fragmented customer experiences due to disconnected systems across service, sales, and marketing. Customers expected seamless, consistent conversations, but siloed implementations made this difficult. To address this, Salesforce partnered with Bandwidth to enhance its messaging and connectivity capabilities as part of its unified platform strategy.

With Bandwidth’s integrations at the connectivity layer, Salesforce gained real-time visibility and improved efficiency in its messaging registration workflows. This technical partnership supported Salesforce’s unified engagement platform, which leverages AI agents. The results were significant: customer-facing AI agents now resolve 85% of web chat inquiries, cutting response times by 65%. Internally, an AI agent in Slack handles 40% of IT support cases. Bandwidth’s solutions helped Salesforce deliver continuous, context-rich interactions across channels.

Salesforce