Successful AI agents are both smart and service-oriented — but how do you measure their impact?

Join Simon Macklin, SVP of Customer Success in EMEA as he shares lessons learned from our own Agentforce implementation on Salesforce Help.

Learn how to track and optimise customer service agent performance to drive real business value, including:

 ◾️Measuring and proving ROI with key metrics like case deflection, resolution rates, and CSAT
◾️A first look at the new Agentforce metrics dashboard
◾️Balancing the science of knowledge and the art of service for smarter AI agents
◾️Best practices for managing AI agents like human employees, plus key learnings

Discover how structured knowledge, empathetic design, and human oversight create AI agents that truly serve.

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