Case Study: Engine resolves 50% of chat requests with Salesforce Agentforce

Engine resolves 50% of chat requests with Salesforce

Engine, an online travel platform for business and group travel, faced a challenge scaling its high-touch customer service to handle over 800,000 annual requests. Their existing chatbot could not take action, forcing agents to manually complete every request, which increased handle times and strained the team. To maintain service quality during a period of growth, they turned to Salesforce and implemented its agentic service solution, Agentforce.

Salesforce's solution involved deploying an AI agent named Eva, powered by Agentforce and Data 360, which could retrieve customer data, determine intent, and autonomously execute actions like cancellations. This agentic service resolved 50% of incoming chat inquiries automatically, led to a 15% decrease in customer support handle time, and contributed to a 16% increase in customer satisfaction (CSAT), allowing Engine to scale its operations efficiently.

Engine