One Hospitality Tech Company’s Agentforce Voice Journey: Delivering Self-Service That Customers Actually Trust
This large hospitality technology platform had invested in AI early, but their previous IVR solution came with a 14% hang-up rate. With Agentforce Voice, that dropped to just 4–7%, while deflecting 40% of calls during the week. The difference? AI agents that customers actually trust. Here’s how they did it.
The company began their Agentforce journey with a digital bot, building their first Agentforce Agent to drive deflection for cases that required no human interaction. After seeing its impact, they became an early adopter of Agentforce Voice. Focused on fast ROI, they evaluated their systems, workflows, and customer interactions, and knew they wanted to move quickly to deliver a modern service experience.
They started by automating one of their highest-volume use cases: hotel cancellations and reservation modifications. Callers provide a confirmation number, the system verifies the contact in Salesforce, and Agentforce surfaces all relevant record details. It also generates a quick, accurate summary for human agents when needed. This gives customers a smooth, personalized experience, whether they complete the interaction through self-service or escalate to an agent.
With the future in mind, the company is now expanding their Agent’s capabilities to include FAQs with a clear escalation path. This ensures efficient self-service while giving agents complete visibility and high-quality summaries when a call is handed off.
The Results: The Beginning of Change
Agents now prefer Agentforce summaries over their previous AI solution (Replicant), thanks to stronger personalization and better service quality. Customers trust the updated voice experience more as well. Hang-ups — which were nearly immediate with Replicant — have fallen from about 14% to just 4–7%, keeping callers engaged throughout the interaction.
And with 40% deflection for booking modifications alone, the company is saving both agent time and operational costs.
Voice is just beginning to transform their operations. As they expand use cases, enhance their agent experience, and refine their approach, they’re building a service center that truly scales—with Agentforce at the core.
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