Enterprises are applying AI to fix breakdowns in customer interactions, and as you’ll see in this article, they have the results to prove their strategies are working.
Retail: Jumping to the top of the loyalty queue
A luxury British retailer had customer behavioral, transactional, and loyalty data stored across separate systems, making real-time segmentation and personalized campaigns nearly impossible.
The company integrated Salesforce Data 360 with Google Cloud BigQuery using zero-copy data integration, which enables real-time data queries without having to extract, transform, and load the data into a new system first.
This process gave AI agents real-time access to complete customer profiles, enabling more personalized messaging. The result: a 31% increase in loyalty revenue.
Healthcare: Personalized patient care
A large healthcare provider faced a similar data challenge, but on a greater scale. With more than 100 million patient profiles, care teams were finding it difficult to segment patients and deliver timely, personalized communications. Campaign development was slow and manual.
By unifying data with a zero-copy approach, the organization eliminated data movement costs and gave AI agents secure access to complete patient profiles. AI now handles segmentation and generates tailored messaging aligned with specific patient needs — work that previously required manual analysis of data across multiple systems.
Insurance: Boosting customer service efficiency
The renewal team at a large insurance company was spending up to 40 minutes per policy manually reviewing customer account history to answer questions about premium or coverage changes.
Their IT team built an AI summarization tool using an AI agent template and powered it with a full-stack AI platform that securely deploys agents. The tool provides the company’s customer service experts with organized policy and account summaries. The result: a 50% reduction in review time per policy.
Manufacturing: Elevating service quality
A global luxury appliance company, wanted to reduce service deflection and help customers with simple appliance troubleshooting to mitigate unnecessary field service requests.
After integrating Agentforce Service with Gemini Enterprise, more than 70% of customer inquiries are now resolved immediately, without human intervention.
Packaging: Stronger sales and operational performance
Berlin Packaging, a global packaging supplier, wanted to unify customer data that was spread across multiple systems. Their siloed data made it difficult for sales reps to quickly access order history and account information.
By implementing Agentforce Service in combination with Gemini Enterprise, the company reduced the time sales reps spend searching for data by 20 minutes per week. They also saved the IT team two hours weekly on support tasks.
Address data friction with AI: Places to start
Accelerate your efforts to improve the customer experience by identifying where process friction is greatest. For example:
- Service and support: If your Net Promoter Score (NPS) is dropping due to long wait times or self-service failures, use AI agents that understand language and context and that can reason when to bring in a human expert.
- Personalized outreach: If customer data is rich but campaigns are underperforming, unify that data to unlock growth at scale.
- Sales effectiveness: If sales cycles are long and reps are spending too much time gathering information, speed up results with AI-powered account visibility.
The promised benefits of AI for creating better customer experiences are real. These five organizations prove what’s possible when you unify data with AI.
Learn how co-innovations from Google Cloud and Salesforce deliver a smarter, more complete system together — giving you the secure foundation to scale AI from customer experience to employee productivity.