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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