Latest / The AI in Business Podcast
The Future of Customer Success and Turnkey AI Agents for SMBs - Matt Kravitz of Salesforce
Service leaders are increasingly asked to deploy AI agents without a clear sense of what these systems can safely handle today, or where to start. In this episode, Matt Kravitz, Head of Customer Transformation for Service Cloud at Salesforce, breaks down a three-level maturity model for AI service agents — answering questions, accessing account data, and taking action — and how to sequence adoption. The conversation also covers a channel-strategy framework for deciding which support requests to deflect, route to digital-assisted support, or escalate to a live conversation, and how a…
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