Want AI that delivers results, not hype? Go behind GM & lululemon's CX transformation to learn how they use Digital Engagement to deliver service and operational excellence that beats the competition.
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AI That Works: Inside GM & lululemon’s Digital CX Playbook
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, Asst. Manager, CX - Digital Engagement Channels & Strategy, General Motors
, Senior Product Marketing Manager, Salesforce
, Senior Product Manager, Salesforce
, Principal Solution Engineer, Salesforce
, Director, Product Management, Lululemon
Role: Service
Product: Agentforce Service, Agentforce
Topic: Agentic AI
Session Level: Beginner
Session Type: Breakout
Session Summary: This session at Dreamforce detailed how Salesforce's AI-powered solutions, including Einstein and Agentforce Service, are transforming customer service operations across industries. With only 11% of organizations able to scale AI, challenges such as data readiness and proving business value were highlighted, along with solutions like generative AI and dynamic guidance for service reps. Product innovations like real-time translations, proactive service notifications, and advanced AI integrations were demonstrated, showcasing how these technologies enable frictionless customer experiences and operational efficiencies. Companies leveraging Salesforce's tools reported significant results, including reduced handle times, increased digital engagement, and enhanced customer satisfaction, all while creating scalable and personalized service models.
Key Takeaways:
• Einstein Copilot and real-time AI tools enable service reps to deliver personalized, efficient support by providing dynamic guidance and reducing language barriers.
• Organizations using Salesforce's platforms have achieved measurable success, such as 40% AI containment rates, 46,000 hours saved in handling times, and improved first-time resolution rates.
• Salesforce's integrated digital engagement platforms, powered by AI, allow businesses to unify customer interactions across channels, enhancing proactive and reactive service capabilities for scalable global operations.
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