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Daniel Simkin
Agentforce Project Live at Talking Tables
Talking Tables are a boardgame (and other) games manufacturer who sell direct and via supermarket brands. Sometimes games are faulty (eg missing pieces / missing quiz questions / missing escape room clues) and customers call a phone number to complain / get replacements.
Over the festive period, the Talking Tables call centre was closed, however customers still needed to contact them as games are often played during this period! To cover the closed call centre, Simpala implemented Salesforce Agentforce to handle customer conversations online and resolve certain use cases such as finding missing quiz questions and sending the pdf to the customer so they can complete the game. For cases Agentforce couldn’t resolve, a customer service case was created for the service agent to resolve once the contact centre reopened.
The project was completed in just 2 weeks and over the festive period Agentforce had 220 conversations and created 27 cases that otherwise would have been missed completely.