While Einstein and Agentforce deliver powerful and unprecedented AI to automate service tasks, prioritize cases, and empower agents with real-time insights, there’s a growing need to ensure the right human expert is engaged — exactly when it matters most.
Match every critical customer inquiry with the right human expert — instantly — using precise intent-level pairing, leveraging not only skills, but also ability to access the right systems and authorization to make critical changes on the fly.
Prioritize high-risk, high-value customers before frustration drives them away — by continuously triaging in real time, recognizing intent and urgency, and routing them to the most qualified expert.
No more static queues and customers lost in unpredictable wait times waiting for an agent who can’t resolve their issue. Expertforce re-evaluates each interaction in real time to ensure the right expert is engaged
