United StatesTechnology and telecom2025 – ongoing

Datasite

Agentforce customer-support chat

Datasite launched Agentforce chat after a 6-week pilot, targeting 70% automated resolution

In progressVendor case studyVendor ↗

Problem

Datasite's earlier Einstein chatbot required manual updates and could not transfer customers to human support. Customers had to leave chat and call when they needed further help.

Approach

Datasite worked with Salesforce Professional Services to configure Agentforce around its knowledge base. The support team tested it for 6 weeks before customer launch. The agent retrieved product guidance and transferred unresolved cases with conversation summaries.

Results

expected 70%share of incoming chat queries expected to be resolved by AgentforceVendor case study[1]

Takeaway

The new workflow transferred unresolved chats to staff with conversation summaries. The expected 70% resolution rate was not a clearly established measured result.

Sources

Agentforce eases merger and acquisition deals for Datasite’s customers.
Salesforce2025Vendor publication

Source summaries

[1]Salesforce2025

Salesforce described Datasite's pilot and customer launch of Agentforce chat. It gave 70% automated resolution as both a current result and an expectation.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026