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cover of episode “Don’t DIY Your AI”: AI Agent Expectations vs. Reality

“Don’t DIY Your AI”: AI Agent Expectations vs. Reality

2025/4/16
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Experts of Experience
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Laura Meschi
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Laura Meschi: 我认为Secret Escapes是欧洲首批使用Salesforce AgentForce的客户之一。这是一个长期的投资，需要不断学习和实践。这项技术非常新颖，我们正处于起步阶段。 一开始，我们主要想用AgentForce来减少客户联系，尤其是那些高频次的联系。但我们也希望走在技术前沿，成为AI领域的先锋。 实施过程中，我们发现实际情况比预期的要复杂得多。我们最初选择的应用场景过于复杂，导致实施时间比预期的要长。此外，投资回报率(ROI)的评估也比预期的要复杂，因为这不仅仅是一个简单的客户转向率的问题，而是一个长期投资的过程。 我们发现，衡量AI的成功与否，不能仅仅依靠ROI，还需要考虑客户满意度和使用便捷性等更广泛的指标。例如，客户满意度(CES)就是一个重要的指标。 虽然实施过程存在挑战，但我们也收获了一些意想不到的成果。例如，AgentForce的设置过程比预想中容易，尤其是在处理简单问题时。而且，AI与客户的交互非常流畅，客户常常意识不到自己正在与AI对话。 在团队方面，AI的实施需要专门的团队来专注于改进和提升。AI并非为了裁员，而是为了在不增加太多员工的情况下扩展公司规模，让人工座席专注于与客户建立关系。 在数据方面，高质量的数据是AI实施成功的关键。Salesforce中的数据越多，AI实施就越顺利。我们利用历史交互数据进行AI训练和质量评估，并通过人工进行质量检查和测试。 在未来，我们将探索更多AI的应用场景，并利用Salesforce的新功能来优化工作流程，例如案例总结和日志记录等。我们将继续专注于利用AI来提升客户关系，而非仅仅提高效率。

Deep Dive

Chapters
Laura Meschi from Secret Escapes shares her experience implementing Salesforce's AgentForce AI. The rollout proved more complex than expected, highlighting challenges in ROI reporting and the initial choice of overly complex use cases. The process involved extensive testing and quality assessment, exceeding initial time estimations.
  • Secret Escapes was among the first in Europe to use AgentForce.
  • Initial implementation of AI was more complex than anticipated.
  • ROI reporting proved challenging.
  • Overly complex use cases prolonged the setup process.
  • Extensive testing and quality assessment were required.

Shownotes Transcript

Another Agentforce Guinea Pig has joined the show… She’s here to tell you if you think rolling out AI is as easy as flipping a switch, think again.

From early mistakes to surprising wins, Laura Meschi, Customer Experience Manager at Secret Escapes, walks us through what it actually takes to train an AI agent that can truly support customers.

We dive into why ROI isn't the best measure of AI success, how customer effort scores skyrocketed after launching Agent Force, and why CX leaders need to start simple and think long-term. Laura also pulls back the curtain on what it really takes to train an AI agent — and why you absolutely shouldn’t DIY your rollout.

If you’re a B2B leader wondering how AI agents fit into the future of customer success, this conversation will hit home. 

Key Moments: 

00:00: Laura Meschi’s AI Agent Rollout at Secret Escapes

02:45: Secret Escapes’ Agentforce: Lessons from a First-Mover

11:14: Surprise Wins and the Underrated Power of Human QA

16:41: How Agentforce Reshaped the CX Team (Without Cutting Headcount)

22:26: Guardrails, Limits, and Finding the Sweet Spot for AI Use Cases

26:30: Why Clean, Centralized Data Is the Real AI Superpower

27:18: Don’t DIY Your AI: The Case for Bringing in Experts

29:58: How AI Improved CES and Transformed Customer Perception

34:50: What’s Next: Future AI Strategies and Upcoming Salesforce Tools

37:21: Reimagining CX: Using AI to Build Relationships, Not Just Efficiency

40:37: Start Simple, Prioritize Data, and Train for the Long Game

 

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*Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit *salesforce.com/agentforce)

 

*Mission.org is a media studio producing content alongside world-class clients. **Learn more at *mission.org)