VentureBeat January 16, 2025
Just seven or eight months ago, when a customer called in to or emailed Baca Systems with a service question, a human agent handling the query would begin searching for similar cases in the system and analyzing technical documents.
This process would take roughly five to seven minutes; then the agent could offer the “first meaningful response” and finally begin troubleshooting.
But now, with AI agents powered by Salesforce, that time has been shortened to as few as five to 10 seconds.
“That’s a big [reduction],” Andrew Russo, enterprise architect at Baca Systems, told VentureBeat. He emphasized that, “for us, it’s not about how do we eliminate headcount, reduce staffing. Our goal is, how do we make...
Today's Sponsors
Today's Sponsor