How Salesforce Helps
Agentforce serves up instant answers and personalised deal recommendations
TripADeal’s first agent acts as a virtual travel consultant, conversing with customers in natural language to answer questions and understand their travel preferences so it can recommend the right deals. The autonomous agent uses Retrieval Augmented Generation (RAG) to search across unstructured data such as knowledge articles to provide quick and accurate responses to commonly asked questions. The agent also uses Flows and Prompt Templates to retrieve details of holiday packages, which are housed in a custom object within Salesforce.
If customers have more complex questions or would like help to make a booking, the agent can seamlessly hand over to one of TripADeal’s travel experts. TripADeal also monitors agent interactions with Omni Supervisor so that it can intervene in real time and proactively route conversations to a travel expert if they require a human touch.
With Agentforce deeply integrated withService Cloud, travel experts can see the full history of incoming conversations and easily pick up where the agent left off.
TripADeal plans to extend the use of the agent to help team members surface information more quickly, including relevant deals based on when and where customers want to travel and who they are travelling with. This will equip the team to deliver better, more personalised service while supporting efficient growth.
Data Cloud gives agents the data they need to work and informs enhancements
TripADeal developed the proof of concept for its first agent in five weeks with support from Salesforce consulting partner Slalom. The initial phase of the project included unifying the travel company’s data inData Cloud so it’s easily retrieved by agents and setting up a product recommendation engine which recommends and summarises the three most relevant deals that meet the customers’ criteria.
Data Cloud also powers reports and dashboards that track the use of Agentforce and surface insights back to the business. Using these insights, TripADeal has worked with Slalom to enhance agent outputs. For example, they have optimised existing knowledge articles to give agents more context to respond to common questions.
TripADeal’s continued testing and optimisation ensure that customers have a positive experience and get the help they need, whether talking to a human or agent.
The Salesforce Difference
Salesforce’s deeply integrated platform helps to power TripADeal’s entire business, including sales and support with Service Cloud, customer engagement withMarketing Cloud and publishing of deals on the website usingHeroku. Agentforce harnesses the data on the platform to provide customers with fast and accurate responses to their questions. The agent also goes beyond service to help inspire customers with personalised deal recommendations.
