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Wonolo Utilizes Salesforce Generative AI to Elevate Service Agents and Empower Workers

Wonolo, the platform connecting job seekers with local businesses, has integrated Einstein AI from Salesforce into its customer service operations, aiming to enhance agent efficiency and elevate worker experience.

Wonolo, the platform connecting job seekers with local businesses, has integrated Einstein AI from Salesforce into its customer service operations, aiming to enhance agent efficiency and elevate worker experience.

Impact of Salesforce Generative AI

By leveraging Salesforce Service Cloud generative AI, Wonolo has experienced remarkable improvements in agent confidence and overall efficiency. Notable impacts include a 20% decrease in average handling times for newer agents and a 12% decrease for experienced ones. Moreover, service quality has become more consistent, leading to fewer customer requests for specific agents, and agents report feeling more empowered in their responses, requiring less oversight.

Adam Ashworth, Senior Salesforce Administrator’s Quote

“Salesforce took the time to understand Wonolo’s needs and offer solutions that addressed our pain points. Generative AI has helped our agents be more efficient and confident in their work, without losing the human connection we pride ourselves on as a company.”

Utilization of Salesforce Across Wonolo’s Business

Wonolo utilizes Salesforce across its business operations, driving operational efficiency and increasing sales. Through Service Cloud automation and AI, the company has enhanced agent response times and customer satisfaction scores. Notably, auto-generated texts providing job details have contributed to a three-point increase in customer satisfaction.

Kishan Chetan, EVP and GM, Service Cloud at Salesforce

“Einstein enhances the human element of candidate matching, making Wonolo even better at what they do best. Helping people do their jobs more effectively and providing more consistent service is a great example of the opportunities that can be unleashed when generative AI is coupled with great customer service.”

Conclusion

The integration of Salesforce Generative AI into Wonolo’s operations underscores the company’s commitment to enhancing customer service and worker satisfaction. By leveraging AI-powered solutions, Wonolo has achieved remarkable improvements in agent efficiency and service quality, while maintaining its focus on human connection and empowerment.

Anshika Mathews
Anshika Mathews
Anshika is an Associate Research Analyst working for the AIM Leaders Council. She holds a keen interest in technology and related policy-making and its impact on society. She can be reached at anshika.mathews@aimresearch.co
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