AI use case

Customer Zero: How Salesforce Used Its Own Technology To Save 50,000 Hours of Working Time in One Quarter

Salesforce deployed 50+ internal AI tools, with Einstein in Slack processing 370,000 queries per quarter and saving 50,000 hours, and Ask Concierge cutting issue resolution from…

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Company/Organization: Salesforce
Industry: Internet Software & Services
Location: San Francisco

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Title

Customer Zero: How Salesforce Used Its Own Technology To Save 50,000 Hours of Working Time in One Quarter

Content

Salesforce has deployed more than 50 AI-powered tools internally to boost employee productivity. The centerpiece is Einstein in Slack, an AI assistant that helps employees with day-to-day tasks including scheduling and summarizing meetings, answering general questions, and planning offsites. In one quarter, Einstein in Slack processed nearly 370,000 queries, saving an estimated 50,000 hours combined. Additionally, the Ask Concierge app resolved more than 88,000 requests, reducing average issue resolution time from 48 hours to just 30 minutes — a 93% self-service rate, with Einstein Chatbot resolving 88% of questions. Project BaseCamp creates a single destination for employees to search for support, news, events, tasks, and training, powered by Experience Cloud and Unified Knowledge with Einstein-generated answers. The Einstein-powered V2MOM tool helps employees develop measurable goals aligned with their management chain, with 85% of employees using the new Einstein V2MOM features since launch. With Einstein built in across platforms, Salesforce has reduced reliance on tech agents and emails by 50%.

URL

https://www.salesforce.com/news/stories/how-salesforce-uses-ai/

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