Wonolo, the platform connecting job seekers with local businesses, has integrated Einstein AI from Salesforce into its customer service operations, aiming to enhance agent efficiency and elevate worker experience.
Impact of Salesforce Generative AI
By leveraging Salesforce Service Cloud generative AI, Wonolo has experienced remarkable improvements in agent confidence and overall efficiency. Notable impacts include a 20% decrease in average handling times for newer agents and a 12% decrease for experienced ones. Moreover, service quality has become more consistent, leading to fewer customer requests for specific agents, and agents report feeling more empowered in their responses, requiring less oversight.
Adam Ashworth, Senior Salesforce Administrator's Quote
"Salesforce took the time to understand Wonolo’s needs and offer solutions that addressed our pain points. Generative AI has helped our agents be more efficient and confident in their work, without losing the human connection we pride ourselves on as a company."
