From the customer’s perspective, it should be simple: question → answer → solution. But reality often looks very different. Multichannel contact ends in being transferred, repeating the same information, and frustration.
For companies, it’s a cost — in time, operations, and reputation. The customer leaves before we even understand why they contacted us in the first place.
The problem isn’t a lack of willingness to help — it lies in limitations of tools, data, and processes.
According to Gartner, only 25% of customers resolve their issues in the first contact channel. This means the majority experience disappointment right at the start. Yet, access to data, context, and a 360-degree customer view should be standard today, not a stretch goal.
Where traditional tools fall short, AI increasingly steps in.
One of its most promising applications is the use of autonomous agents — invaluable allies in customer service. They don’t just answer questions; they diagnose issues, guide customers through the process, and resolve problems end-to-end without bouncing between teams or systems.
In telecoms, they can fix connectivity issues in a specific B2B office. In retail, suggest solutions for returns, order availability, or loyalty programs. In banking, guide users through onboarding, data changes, or fulfilling KYC requirements. The applications are broad.
But it’s not just about automation. It’s about intelligence and context.
What matters is the combination of:
– customer knowledge,
– data access,
– intent recognition,
– and the ability to act without human involvement.
The best-prepared team for deploying Agentforce
Among all Salesforce partners in the CEE region, Enxoo was awarded the title of Agentforce Readiness Partner for achieving the highest number of Agentforce Specialist certifications by the end of 2024.
This isn’t just a prestigious title. It confirms that Enxoo has the most prepared team to implement next-generation AI solutions, including autonomous agents, the next stage of evolution beyond predictive and generative phases.
Since 2012, Enxoo has been a key Salesforce partner, delivering over 150 transformation projects worldwide — automating sales, marketing, and customer service processes across various industries.
Ready to explore what Agentforce can do for your business?
Let’s talk — reach out to our experts and see how AI-powered agents can transform your service operations.
Book a free consultation with our expert!
Robert Augustyniak
Head of Digital Business Line
