OpenTable Enhances Global Customer Service with Agentforce

OpenTable is leveraging Agentforce to deliver faster, more personalized customer care using autonomous AI agents. This shift allows their human team to concentrate on complex and time-intensive tasks.

As a global leader in restaurant technology, OpenTable supports 60,000 businesses that seat 1.7 billion guests annually. To maintain exceptional customer experiences at such a scale, they sought to enhance their self-service capabilities while preserving a personalized and consistent approach.

By being one of the first Salesforce clients to implement Agentforce, OpenTable has optimized how they handles customer tickets and queries. This innovative tool, seamlessly integrated with Service Cloud, automates routine tasks, boosting resolution rates and enabling human agents to focus on complex issues requiring a personal touch.

Salesforce Solutions for OpenTable

Enhanced Customer Support

Previously, OpenTable's service representatives spent significant time navigating fragmented data across multiple systems to perform routine tasks like reservation adjustments or loyalty point redemptions.

Now, Agentforce automates these common tasks while providing AI-driven, personalized recommendations to agents. For instance, when faced with issues like double-booked tables, Agentforce generates data-backed suggestions to help agents resolve them quickly. This approach allows OpenTable’s team to engage meaningfully with guests and enhance the overall dining experience.

Expanded Self-Service Solutions

OpenTable’s self-service portal, powered by Service Cloud, empowers diners to access FAQs and knowledge articles in five languages—English, Japanese, German, French, and Spanish. This functionality reduces customer queries by enabling users to find answers independently.

Voices on the Partnership

From OpenTable: “Service Cloud and Agentforce enable us to deliver seamless experiences that diners and restaurants love. Automating routine queries frees up our agents to focus on delivering exceptional service, while quickly identifying the reasons behind customer contacts makes resolutions even smoother.”
– George Pokorny, Senior Vice President of Global Customer Success at OpenTable

From Salesforce: “We’re excited that OpenTable, a valued partner, is among the first to unlock Agentforce’s transformative potential. By connecting top-notch restaurateurs with diners seeking the perfect table, Agentforce empowers OpenTable’s team to foster deeper connections within their global community, elevating the dining experience and driving customer satisfaction.”
– Kishan Chetan, EVP and General Manager, Service Cloud, Salesforce

Conclusion

This collaboration between OpenTable and Agentforce represents a significant step forward in enhancing customer service. Stay tuned with CloudMetic for more updates on Salesforce innovations!