OpenTable is employing Agentforce to provide faster, more personalized customer care with autonomous AI agents, freeing up the company’s human team to focus on more time-consuming, complex activities.
OpenTable is a global pioneer in restaurant technology, assisting 60,000 businesses in seating 1.7 billion guests each year. To create outstanding customer experiences on such a large scale, OpenTable sought to improve its self-service capabilities without sacrificing a personalized and consistent customer experience.
As one of the first Salesforce clients to test Agentforce, OpenTable deployed autonomous agents to better handle customer tickets and queries, enhancing productivity and resolution rates. Agentforce, which is deeply connected with Service Cloud, will empower OpenTable’s support team by autonomously performing common tasks, freeing up agents to focus on providing great service in more complicated circumstances.
Elevate Customer Support
Previously, service representatives had to spend hours manually accessing disconnected and fragmented data across multiple systems to do common operations such as reservation adjustment and loyalty point redemption.
Agentforce Service Agent will now automatically perform more common tasks such as redeeming loyalty points or altering reservation details, in addition to boosting human agents with AI-powered, personalized recommendations.
For example, when dealing with complex situations such as double-booked tables, Agentforce will generate data-driven recommendations to help OpenTable’s human care agents resolve difficulties quickly. This allows OpenTable workers to interact more meaningfully with guests and the establishment, thereby improving the entire customer experience.
Expand Self-Service Solutions
OpenTable’s self-service portal, powered by Service Cloud, provides diners with immediate access to FAQs and knowledge articles in five languages: English, Japanese, German, French, and Spanish. This feature reduces queries by allowing customers to obtain answers on their own.
Service Cloud and Agentforce enable us to provide simple experiences that diners and restaurants like. This technology not only helps us to handle routine questions automatically so that our agents can focus on providing excellent service, but it also allows us to rapidly determine the reason for the contact, making problem solutions even easier. – George Pokorny, Senior Vice President of Global Customer Success at OpenTable.
We’re thrilled that our longtime partner OpenTable is among the first to utilize Agentforce’s transformational power. By seamlessly linking excellent restaurateurs with diners looking for the perfect table, Agentforce allows OpenTable’s team to engage deeply with their worldwide community, upgrading the dining experience and increasing customer happiness. – Kishan Chetan, EVP and General Manager, Service Cloud, Salesforce.
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