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Scaling Relevant Support at Salesforce

Durée : 30 minutes

How Salesforce uses search & AI to deliver effortless self-service experiences - at scale.

Bonnie Chase

Gestionnaire senior, marketing chez Coveo

Madhav Thattai

VP, Strategy & Operations

How do you live up to customers' expectations for effortless support when you are THE customer experience company? 

Join Madhav Thattai, VP Operations & Strategy at Salesforce, as he shares insights on what it takes to create relevant support experiences serving tens of millions of engagements each year. You'll learn the building blocks of a personalized yet scalable global support strategy, and how Salesforce approaches search & AI as the foundational elements of the digital experience.

You will learn:

  • The foundational recipe for building an intelligent and scalable digital customer support strategy
  • Salesforce's journey to more relevant and personalized self-service experiences that now drive case deflection and tremendous efficiency gains.
  • What's ahead in Salesforce's support strategy roadmap and how they are using AI to future-proof their digital experiences
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