Tech Disruptors Salesforce’s Service Chief on Orchestrating Humans and AI
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Sep 4, 2025 Kishan Chetan, EVP & General Manager of Service Cloud at Salesforce, shares insights on the integration of humans and AI in customer service. He highlights a 30% productivity boost for users adopting AI agents in workflows. The importance of a unified command center for seamless coordination is emphasized, along with the transformation towards preemptive customer interactions. Chetan also discusses the evolution of Salesforce's role in enhancing customer experience and its strategic shift towards integrated solutions to improve engagement and satisfaction across sectors.
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Unified Platform For All Service Types
- Service Cloud centralizes self-service, contact centers, and field and IT/HR service on one platform.
- Kishan says blending human and AI agents delivers seamless service across customer and employee use cases.
Unified Data Drives Customer Experience
- Customers migrate from homegrown stacks and on-prem solutions to cloud contact centers for a unified experience.
- Kishan argues unified sales, service, and marketing on one platform drives differentiated customer experience.
From IVR To WhatsApp: Channel Evolution
- Kishan describes how inquiries evolved from phone IVRs to multi-channel chats like WhatsApp and Line.
- He explains Service Cloud gives agents one consistent desktop view across all channels.