Skillsoft and Salesforce Team Up to Enhance Customer Support Skills with AI-Powered Training

Skillsoft and Salesforce have joined forces to enhance the capabilities of customer support teams through the integration of Skillsoft's AI-powered learning solution, CAISY™, into the Salesforce ecosystem. This partnership aims to address the growing gap in essential communication and problem-solving skills among customer service agents, which has become increasingly critical as customer experiences are now seen as pivotal to a company's success. The Problem: Underskilled Support Teams According to Salesforce, 80% of customers consider the experience a company provides to be just as important as its products and services. Despite this, 59% of service decision-makers prioritize upskilling their customer-facing talent, yet 70% still face significant service challenges due to inadequately trained staff. This discrepancy highlights the urgent need for more effective training methods. The Solution: Skillsoft CAISY™ To tackle this issue, Skillsoft introduced CAISY™, an AI-driven tool designed to simulate high-stakes customer interactions. CAISY™ offers support teams a platform to practice and receive real-time feedback on crucial skills like communication, empathy, and problem-solving. By integrating CAISY™ into Salesforce, organizations can provide this training seamlessly, without disrupting daily operations. CAISY™ Within Salesforce The collaboration introduces two primary applications: Skillsoft CAISY™ for Agentforce on AgentExchange: This feature assesses actual customer interactions using custom conversation rubrics. Agents receive detailed performance scores and immediate AI coaching recommendations. Managers gain insights into skill gaps and areas for improvement, facilitating faster feedback cycles and more consistent service delivery. Skillsoft CAISY™ for AppExchange: This app allows support teams to engage in interactive, scenario-based practice within the Salesforce environment. Scenarios include challenging situations like handling irate customers or navigating refund requests, providing realistic simulations and instant feedback to help agents build confidence and proficiency in critical tasks. Impact and Benefits By incorporating CAISY™ into their Salesforce tools, organizations can expect several benefits: - Enhanced Visibility: Managers can closely monitor agent performance and identify skill deficiencies. - Real-Time Coaching: Immediate feedback from AI ensures continuous improvement and quicker adaptation to new challenges. - Consistent Service Standards: Standardized training helps maintain high levels of service quality. - Improved Customer Satisfaction: Better-prepared agents can handle customer issues more effectively, leading to higher satisfaction ratings. Apratim Purakayastha, General Manager of Talent Development Solutions at Skillsoft, emphasized the importance of this partnership: "Exceptional customer service requires consistent practice and development. With CAISY™ within Salesforce, support teams can gain the training they need directly in the tools they use daily, strengthening relationships and turning customer support into a competitive edge." Tyler Carlson, SVP and Head of Product for AppExchange and Ecosystem at Salesforce, shared his enthusiasm: "We are thrilled to collaborate with Skillsoft, bringing world-class, AI-driven training to our customer service teams. This integration marks a new era in human-AI interaction, significantly enhancing the quality of both training and customer experiences." Evaluator Insights and Company Profiles Industry insiders see this partnership as a significant step forward in the realm of customer service training. AI-driven tools like CAISY™ are expected to revolutionize how companies equip their support teams with the necessary skills to meet evolving customer needs. By combining Salesforce's robust CRM capabilities with Skillsoft's advanced learning technologies, organizations can create a more responsive and skilled workforce. About Skillsoft Skillsoft (NYSE: SKIL) is a leading provider of personalized, interactive learning experiences and enterprise solutions. Leveraging AI and a wide network of partners, Skillsoft addresses complex business challenges such as skill gaps, talent retention, and digital transformation. The company serves a global community of over 95 million learners and is the talent development partner of choice for thousands of organizations, including 60% of the Fortune 1000. About Salesforce Salesforce is a global leader in customer relationship management (CRM) software, helping businesses connect with their customers in meaningful ways. The company's platforms, including Agentforce and AppExchange, are designed to streamline customer interactions and optimize workforce performance. By integrating Skillsoft's CAISY™, Salesforce further solidifies its commitment to providing cutting-edge tools for enhancing customer service excellence.