“Limitless.” That’s how Kishan Chetan, the Executive VP and GM of Salesforce Service Cloud, describes the future of AI in customer service. Kishan Chetan explains why customer experience has evolved from deflecting customer interaction and how state-of-the-art tools like Agentforce are the key to providing proactive customer engagement, meaningful connection for employees and customers alike, and equitable accessibility for every type of customer. Whether you’re searching for that hidden, game-changing data that’s currently free-floating in an untitled spreadsheet, or you need to centralize your customer’s feedback so every department offers impeccable service, or you simply want to know how to choose, pilot, and customize the right AI tool for your business… this episode is for you.Key Moments:00:00 Introduction to Customer Efficiency00:41 Transforming Customer Service with AI02:06 The Limitless Future of AI03:48 Proactive and Reactive AI Service05:47 Introducing Agentforce07:49 AI Agents vs. Chatbots09:43 Human and AI Collaboration17:15 Real-World Examples of AI in Action22:58 Leveraging Unstructured Data for Better Operations23:20 Unified Knowledge: Powering AI with Comprehensive Data24:03 Challenges in Centralizing Data for AI25:55 Importance of Quality Data and Human Curation26:47 Practical Tips for Implementing AI in Customer Service28:16 Choosing the Right Channels for Customer Interaction29:21 Balancing AI and Human Interaction31:37 Piloting AI Solutions for Maximum Impact32:23 Creating Exceptional Customer Experiences with AI36:04 Future Trends in AI and Customer Service38:25 Potential Pitfalls and Considerations41:34 Optimizing Customer Experience: Real-World Examples44:04 Advice for Customer Experience Leaders –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org
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if we help our customers to be efficient they will love us for it exactly don't think of just our time and our efficiency but think of what it means for the customer i mean that's customer experience nailed it let's not forget this is not ai in isolation it's ai that works seamlessly with humans so making sure it has the right loop to the humans as well as the right ai that sits along with the human to make that more productive
I'm sure your CEOs are asking for it. I'm sure your customers are asking for it. Start with something that you can turn on, show value, and then you can expand.
Hello, everyone, and welcome to Experts of Experience. I'm your host, Lauren Wood. Today, I'm thrilled to have Kishan Shaitan, the Executive Vice President and General Manager of Salesforce Service Cloud, to discuss how Salesforce is transforming customer service with AI.
I attended Dreamforce this year, and I have to say it is wild what Salesforce is bringing to the table when it comes to customer service and AI. The innovation is absolutely out of this world, and we're going to dive into all of that today.
But before I do, I think it's important to quickly highlight exactly who it is we're speaking to, because Kishan has spent his career innovating at some of the world's largest tech companies. Previous to Salesforce, he was at Microsoft, HP, and SAP, just to name a few. So we are truly speaking to an expert today on Experts of Experience, and let's dive into it. Kishan, how are you?
It's an honor to be here. This is such a fantastic set of discussions, and I'm thrilled to be here.
Awesome. So I'm so excited to dive into this because when it comes to AI, everyone's favorite topic these days, customer service is really one of the best use cases for this new technology. And Salesforce is really at the forefront of creating what I would think of as our AI future when it comes to customer service. So from your viewpoint, what
What does customer service look like as we look forward in time? And how is AI impacting that?
Yeah, that's such a fantastic question. I mean, if you think about it, I think the biggest thing that I think customer service will be with AI is limitless. That's the word I like to use. And let me explain what I mean by that. If you look at it traditionally, customer service was always focused in some sense on minimizing the number of interactions you had. It was about deflection.
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