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Drive Retention in High Tech with AI-Powered Service
Reducing churn is more important than ever. See how service teams can increase adoption with Agentforce, and hear how Meta and CentralSquare transformed their service organizations.
Important: This session is first come, first seated. You do not have a reserved seat.

, Engineering Leader, Meta

, SVP, Solutions - Service Cloud, Salesforce

, Sr Director Solution Engineering, Salesforce

, VP of Enterprise Applications, CentralSquare

, Distinguished Solution Engineer, Salesforce

, Principal Solution Engineer, Salesforce

Role: Service
Industry: Technology
Product: Agentforce Service, Einstein
Topic: Customer Relationships
Session Level: Beginner
Session Type: Breakout
  • Wednesday, Sep 1811:00 AM - 11:45 AM PDT
    (6:00 PM - 6:45 PM GMT)
    InterContinental, L5, InterContinental Ballroom B
  • Thursday, Sep 1911:30 AM - 12:15 PM PDT
    (6:30 PM - 7:15 PM GMT)
    Moscone South, LL, Content Pavilion, Stage 4
Session Summary by Einstein: The recent Salesforce conference emphasized the critical role of AI in enhancing customer retention across various organizations, with a particular focus on service optimization. The sessions highlighted the significance of AI in driving cost-efficient growth, increasing organizational productivity, and exceeding customer expectations. Salesforce's AI capabilities for Service Cloud was showcased, demonstrating how technology can transform customer experience and agent efficiency. Data from the 'State of Service' report, which surveyed 5,500 service leaders, revealed that delivering faster, personalized service, shifting towards revenue generation, and leveraging AI were the top priorities for service organizations.
Key Takeaways by Einstein:

• AI is instrumental in helping companies meet rising customer expectations and reduce tolerance for poor service, with the goal of improving customer retention.

• Salesforce's roadmap focuses on maximizing recurring revenue, emphasizing proactive service and integrating AI across all human interactions within the service lifecycle.

• The use of Salesforce Service Cloud and MuleSoft for data unification is pivotal for organizations like Meta to scale customer support systems efficiently.

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Merlinda Lu

Salesforce Developer, IBM