Engine Propels Growth with Salesforce AI

Engine was a company going through explosive growth. There's now a thousand of us inside the company. It's just scaled tremendously. We're a modern travel and spend management platform. It's a very big space, very ripe for disruption. Members of our support team were doing 300 cancellations a day. We were all doing the best we could with the tools and resources we had available to us at the time. But there was still only so far you could go with that. You simply need something that is ubiquitous, that everything can tie into. Salesforce is the operating system that makes it seamless. It's the platform that the world runs on. We had the use case, we had the right partner, and Dimitri and I just had the willpower. We're going to get this thing done. We built what's now called Ada, Engine's virtual assistant, in 12 days. The first few days were spent just opening up Agent Force Builder, typing in prompts. We tried to break it every which way we could before we put in front of customers. I've worked with chatbots in the past, and agents are just a lot different. Trailhead makes it very easy to start learning, and that allowed us to develop Eva very quickly. We track how many of our cases are actually handled by Eva, and we are at 50%. She could now recall information about a booking, answer people's questions about their reservations, saving the reps so much time so that they can focus on things that really matter. Now we have five agents helping across the company, whether that's customer-facing or employee-facing. Agentic AI is only as powerful as the systems that you connect it to. Making sure it's rooted and connected to the right data is mission critical. Data 360 is at the heart of our infrastructure. Without it, we wouldn't be unified. And for customers, you're getting what you want faster. Slackbot now is essentially an extension of the knowledge base. New people can go on Slack and say, "Who does this? And where would I find that? " Having our entire knowledge base in Slack in a moment's notice is a game-changer. Slackbot truly is the ultimate teammate. Five years ago, the question always was, "Is this possible? Can we do that? " And now it's like, "Of course we can. " Having Agent Force, Data 360, Tableau, and Slack integrated in one system is just extremely efficient. — It's no longer humans versus agents, it's humans with agents. CSAT goes up, costs to deliver go down, customers are happier, we're getting them answers faster. What's the trade-off? There's no trade-off. You can feel it from every person at Engine. We all actually believe in this agentic enterprise. This is an incredible opportunity for all these businesses. If you run on Salesforce today, I mean, you're nuts if you don't.