OpenTable restaurant and diner support agents

What was done

OpenTable launched Agentforce agents for both restaurants and diners after knowledge search and a basic FAQ bot left common questions unresolved. The agents use more than 1,500 Service Cloud knowledge articles indexed through Data 360 to answer questions about reservation changes, rewards, account issues, no-show disputes, and restaurant onboarding. The restaurant agent reached 73% case resolution within three weeks, and together the restaurant and diner agents handle about 11,000 conversations per week.

Stack