Wiley Agentforce student support workflow

What was done

Wiley uses Agentforce and Service Cloud with Einstein AI to manage student and customer service spikes around academic terms. Agentforce answers common questions from Wiley's knowledge base, resets account access, triages registration and payment issues, and summarizes closed cases for trend analysis. Salesforce reports more than 40% higher case resolution than Wiley's previous chatbot, 213% ROI, $230,000 in annual savings, and 50% faster onboarding for seasonal agents.

Stack