How OpenTable Improved Case Resolution 40% with Salesforce Agentforce AI Agents
OpenTable deployed two Salesforce Agentforce AI agents — one for restaurants and one for diners — improving case resolution rates by 40% and handling tens of thousands of conversations without human escalation.
Impact
40%
Case Resolution Improvement
Tens of thousands
Conversations Handled
Challenge
Existing chatbot could not adapt to nuanced situations. Rigid scripting limited ability to support rapid growth across diner and restaurant communications.
Solution
Deployed two Salesforce Agentforce AI agents with custom deflection scoring, business hours validation, and refined knowledge base summaries.
Tools & Technologies
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Full Story
OpenTable needed to handle high volumes of customer inquiries from both diners and restaurant partners. Their existing chatbot could not adapt to nuanced situations or move beyond rigid scripting, limiting support during rapid growth.
OpenTable implemented Salesforce Agentforce to power two distinct AI agents — one for restaurants and one for diners. The solution incorporated custom deflection scoring, business hours validation, and refined knowledge base summaries to improve response quality and escalation decisions.
The restaurant-facing agent achieved a 40% improvement in case resolution rate compared to the previous tool. The diner-facing agent has handled tens of thousands of conversations, resolving the majority without human escalation.