. Its Help.Salesforce.com service portal has handled 4.3 million customer inquiries since release and has resolved 70% of them.
Emphasis on usability and trust
Chetan said the team has focused on making the Help Agent easy to deploy, even by business users. Users can enable voice, web, portal, and messaging channels from a single screen, allowing the agent to answer customer questions and manage cases. Users can add additional actions, including order management, appointment scheduling, and account management via existing setup options in Agentforce Builder or through a coding agent of their choice. The agent will even provision a phone number for the voice channel.
Because Help Agent runs on the Agentforce 360 platform, it leverages Salesforce’s Trust Layer to ensure that customer data remains protected, all agent actions are auditable, and that role-based access controls are in place.
Salesforce has also revamped the customer service portal experience. When an organization deploys Help Agent as a portal, it consists of a single conversation bar that surfaces personalized responses and dynamic cards through which users can complete tasks, such as ordering or scheduling an appointment, within the conversation flow.
“We’re bringing the search plus conversation experience in a seamless way,” Chetan explained. “I can have a single Google-type bar. When I do a search and get an answer, it’s part of a contextual conversation.”
Pre-purchasing for resolution
Under the new pay-per-resolution pricing model, customers will pay $2 per successful resolution.
“We define successful resolution as the user’s question doesn’t need a human escalation,” Chetan said. “If it gets escalated to a human to solve it, that’s not a resolution in our books. If the user explicitly says, ‘I didn’t get my answer,’ then that’s not a resolution.”
Chetan added that any actions that happen in a 10-minute window during a call and in a specific window for a chat count as a single resolution, regardless of the number of questions the agent answers. Customers can pre-purchase a packet of resolutions, with a minimum of 1,000.
The Agentforce Help Agent, Agentforce Customer Service Portal, and pay-per-resolution pricing are all expected to be generally available in July.
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