Where do AI agents work best? Engine’s Salesforce TDX story suggests it's in organizations built around agency. Duh!

Since Salesforce decided to pivot to AI, its Agentforce branding has been everywhere — except, perhaps, in the volume of visible customer references.

But one company that does seem to have cracked the code is medium-sized travel provider Engine — a success story Salesforce was strikingly keen to share at TDX.

So much so that Engine was part of the keynote, had its own showcase, and was offered up to journalists as proof that Agentforce is really a thing — despite Engine feeling rather smaller than the kind of customer that would typically receive such singular attention.

But as Demetri Salvaggio, VP Customer Experience & Operations, and Joshua Stern, Director of GTM Systems, shared Engine’s results, it was easy to see why.

With a reported $2 million in support savings, lower average handling time, 50% of contacts handled by the company’s agent, Ava, plus a significant CSAT bump, Engine appears...

Copyright of this story solely belongs to diginomica.com. To see the full text click HERE