{
  "id": "uc_2026_000020",
  "slug": "wiley-agentforce-case-resolution",
  "title": "Did Wiley's AI service agent beat its old chatbot?",
  "answer": "Publisher Wiley piloted Salesforce Agentforce during back-to-school peak to resolve account-access and password issues and triage registration and payment questions. Wiley told diginomica it saw a more than 40% increase in case resolution compared with its old chatbot.",
  "industry": "software-internet",
  "sub_industry": "Publishing & education",
  "roles": [
    "customer-support"
  ],
  "function": "support",
  "tasks": [
    "password-reset",
    "account-access",
    "triage"
  ],
  "agent_pattern": "autonomous-agent",
  "autonomy_level": 3,
  "tools": [
    {
      "name": "Agentforce",
      "vendor": "Salesforce",
      "url": null,
      "affiliate": false
    }
  ],
  "integrations": [
    "knowledge base",
    "Service Cloud"
  ],
  "deployment_status": "pilot",
  "organization": {
    "name": "Wiley",
    "type": "publisher",
    "named": true
  },
  "outcomes": [
    {
      "metric": "case resolution",
      "value": "more than 40% increase vs previous chatbot",
      "source_ref": 1,
      "self_reported": true
    }
  ],
  "evidence_grade": "A",
  "grade_rationale": "Named organization, quantified outcome, independent publication quoting the customer.",
  "sources": [
    {
      "ref": 1,
      "url": "https://diginomica.com/dreamforce-24-wiley-turns-page-productivity-gains-agentforce",
      "publisher": "diginomica",
      "title": "Dreamforce 24 - Wiley turns the page on productivity gains with Agentforce",
      "published": "2024-09-17",
      "type": "news",
      "quote": "we’ve seen a more than 40% increase in case resolution, outperforming our old bot.",
      "independent": true,
      "accessed": "2026-10-17"
    }
  ],
  "how_it_works": [
    "Agent answers from Wiley's knowledge base.",
    "Automatically resolves account access and password issues.",
    "Triages registration and payment requests to the right human team.",
    "Summarizes conversations for human agents."
  ],
  "risks_compliance": [
    "Account security on password flows"
  ],
  "notes": [
    "Salesforce also cites a 213% ROI for Wiley, but that figure is for its Service Cloud implementation overall, not the agent."
  ],
  "models": [],
  "medtech_relevance": null,
  "related": [],
  "first_seen": "2026-10-17",
  "last_verified": "2026-10-17",
  "sponsored": false,
  "license": "CC BY 4.0 (summary text); quotes and sources belong to their owners",
  "verification": {
    "checked": "2026-10-17",
    "checker": "pipeline.verify (quote match + outcome-number match)",
    "methods": [
      "auto:fetch"
    ],
    "quotes_matched": 1,
    "quotes_total": 1,
    "claims_matched": 1,
    "claims_total": 1,
    "passed": true
  },
  "url": "https://agentcasefile.com/cases/wiley-agentforce-case-resolution/",
  "industry_label": "Software, Internet & Media",
  "role_labels": [
    "Customer Support"
  ],
  "vertical": null
}