2024 Sessions

Explore
Dreamforce 2024
sessions.

View 1,500+ sessions by role, topic, or industry to see an example of what's to come at Dreamforce 2025.

You are currently viewing sessions from Dreamforce 2024.
Back to Session CatalogBack to Session Catalog
3 Steps to Level Up Digital Customer Service for the AI Era
Does your contact center need a path to ROI with your digital channel & AI strategy? See how OpenTable went from pilot to scale with Agentforce Service Agent & turned AI’s promise into business value.
Important: This session is first come, first seated. You do not have a reserved seat.

, Senior Product Marketing Manager, Salesforce

, Manager, Global Revenue Operations, OpenTable

, Senior Director, Product Management, Salesforce

, Lead Solution Engineer, Salesforce

Role: Service
Product: Agentforce Service, Agentforce
Topic: Artificial Intelligence
Session Level: Beginner
Session Type: Breakout
  • Thursday, Sep 1911:00 AM - 11:45 AM PDT
    (6:00 PM - 6:45 PM GMT)
    Moscone South, LL, Content Pavilion, Stage 5
Session Summary by Einstein: The recent Salesforce conference session emphasized the transformative role of AI in digital customer service, showcasing the integration of autonomous AI agents within Salesforce's Service Cloud, as well as the pivotal shift towards generative AI with products like the newly announced Agent for Service Agent. The session demonstrated the efficacy of AI in scaling personalized customer support, as evidenced by a McKinsey research report stating that only 11% of organizations have adopted AI at scale, citing technical feasibility and data readiness as common adoption barriers. The narrative was further enriched by OpenTable's successful pilot, which will soon transition into production, illustrating the practical application and benefits of Salesforce's AI capabilities. Additionally, the session provided insights into future product innovations and roadmap, underscoring Salesforce's commitment to channel innovations, conversational AI, and unified experiences, while highlighting the importance of data as the foundation for successful AI implementation.
Key Takeaways by Einstein:

• OpenTable's forthcoming launch of an autonomous AI agent for customer service demonstrates the potential of AI to maintain high levels of personalized support while scaling operations.

• Salesforce's Agent for Service Agent facilitates the creation of AI agents that can autonomously engage with customers in conversational language across various channels, leveraging trusted CRM data.

• The session delineated a clear path for organizations to embark on their conversational AI journey, emphasizing the importance of a solid knowledge and data foundation, a strategic omnichannel approach, and the deployment of AI agents grounded in trusted data.

Einstein Feedback : Report a Concern
Available Now on Salesforce+: Watch now

With sessions and hands-on activities led by product experts, visionaries, and fellow Trailblazers, Dreamforce offers a deep dive into the latest in CRM + AI + Data + Trust.

Merlinda Lu

Salesforce Developer, IBM