United StatesTravel and aviation2025 – ongoingOpenTable
Agentforce self-service chat for restaurants and diners
OpenTable's restaurant support agent reached 73% case resolution within 3 weeks of launch
Problem
OpenTable's scripted chatbot struggled with nuanced questions. Customers called support when searches and chatbot replies did not resolve routine enquiries.
Approach
OpenTable deployed Salesforce Agentforce on its website, starting with restaurant support and then adding diner support. The agents used retrieval-augmented generation grounded in Service Cloud knowledge articles through Data 360. They answered common questions and could create service tickets.
Results
Takeaway
OpenTable used separate agents for restaurants and diners. The reported resolution rate applied to the restaurant agent.
Categories
- Size
- Large enterprise
- Industry
- Travel and aviation
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIAI agents
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
Salesforce described OpenTable's deployment of knowledge-grounded support agents. It reported 73% case resolution for the restaurant agent and 11k weekly conversations across both agents.
Full details are in the original sources.