How global brands are transforming customer service with AI agents

Discover how leading organizations are re-imagining service delivery with agentic artificial intelligence (AI) that unites apps, data and AI to deliver intelligent, scalable and autonomous customer support.

With customer expectations rising and global labor shortages putting pressure on service teams, traditional models are no longer enough. One recent report from Slack revealed that 41 percent of employee time is spent on low-value, repetitive tasks - a growing problem for teams already stretched thin.

Enter AI agents.

These powerful tools work alongside human agents to increase efficiency, streamline operations and improve outcomes across the full customer journey. With some organizations already seeing up to an 80 percent increase in case resolution, the shift to agentic service is not just on the horizon - it's already happening.

What you'll learn in this webinar

Join Wayne Lees from Salesforce for an in-depth exploration of how global leaders are leveraging AI agents to transform customer experience (CX) and empower their service teams.

You’ll gain practical insights into how organizations are:

• Streamlining operations at scale, with Heathrow Airport using AI to give frontline teams real-time insights and respond faster to passenger needs.
• Improving agent efficiency and freeing up time for value-added tasks, as Simplyhealth uses generative AI to answer FAQs.
• Enabling 24-hour customer service in a matter of weeks, as Secret Escapes uses automation and data unification to provide personalized, on-demand support.

Real results from these leaders include:

• Heathrow Airport expecting digital contact efficiency to improve by 40 percent.
• Simplyhealth seeing productivity gains of 90 percent, saving 90+ hours per week.
• Secret Escapes projecting that 30 percent of customer request will be resolved autonomously.

Reserve your place today and discover what’s next in agentic service.

Speakers

Sheena Davidson
Specialist Solutions Engineer
Salesforce

Sheena Davidson is a Lead Service Cloud Solution Engineer at Salesforce with over a decade of experience in the contact center industry. She began her career on the frontlines as a customer service and technical support representative, then advanced into leadership roles in HR operations and solution engineering. With hands-on expertise across leading platforms such as Genesys and Invoca, Sheena now helps organizations transform their customer service strategies with Salesforce Service Cloud.

Wayne Lees
Account Executive
Salesforce

Wayne Lees has worked in Tech and SaaS for the best part of 25 years, and currently works in Salesforce's Service Cloud team that's at the centre of the tech giant's AI customer service innovation, on the bleeding edge innovation.

He covers everything from Agentforce, Generative AI, Omnichannel contact centres, Digital Engagement, Chatbots, customer portals, all the way through to Einstein 1 for Service.

Wayne is also a Salesforce trailhead 'ranger' and always has his eye on what he can learn next when it comes to Executive Education and Innovation.

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