Explore the future of service portals with Heathrow and Delta. Discover best practices and agentic AI innovations that personalize self-service and drive proactive resolution through early detection.
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Next-Gen Service Portals: Agentic, Proactive, Personalized
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, VP, Digital, eCommerce and Marketing, Heathrow Airport
, General Manager, Sales Innovation, Delta Air Lines
, Director - Digital Catering & In-flight Solutions, Delta Air Lines
, Product Marketing Lead, Service Cloud, Salesforce
, Senior Director, Product Management, Salesforce
, Principal Solution Engineer, Service Cloud, Salesforce
, Principal Solution Engineer Service, Salesforce
Role: Administrator, Service
Product: Agentforce Service, Agentforce
Topic: Agentic AI
Session Level: Intermediate
Session Type: Breakout
Session Summary: This session, featuring Heathrow and Delta, outlined the shift from static self-service portals to proactive, AI-powered concierge experiences using Agentforce Service. The presentation announced the new Agentforce Service Portals, for customers to transform high-effort, transactional sites into personalized, conversational services capable of boosting issue resolution rates from 14% to over 80%.
Product demonstrations showcased current AI capabilities that turn static content into instant answers via knowledge summaries and dynamic Q&A. Heathrow shared how it is building a "digital concierge" to guide passengers through their entire airport journey, while Delta explained its use of portals to empower flight crews. The roadmap highlighted upcoming features like Proactive Service, which uses data signals to anticipate customer needs and initiate self-service campaigns, and a unified Agentforce Search, set to further enhance customer satisfaction and lower operational costs.
Key Takeaways:
• The introduction of Agent Force and Data Cloud enables a shift from static self-service portals to AI-powered, personalized concierge experiences, improving customer satisfaction and operational efficiency.
• Proactive service campaigns, launching in early 2024, will empower businesses to anticipate customer needs through AI-driven signals, delivering tailored solutions before issues escalate.
• Upcoming innovations, including enterprise-grade conversational AI and advanced personalization features, will enhance self-service portals by offering seamless, real-time interactions and intelligent automation.
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