United KingdomEducation2025 – ongoingPearson
Agentforce-powered virtual assistant for student and school support
Pearson's Agentforce assistant resolved 70% of questions in UK Schools and 56% in US Higher Ed on its own
Problem
Pearson's support teams in its UK Schools and US Higher Ed divisions received a large volume of routine questions, including order inquiries. Customers expected fast help in chat and by phone.
Approach
Pearson launched the Pearson Virtual Assistant on Salesforce Agentforce in August 2025 for web and mobile chat. Agentforce routes each request to a subagent. Agentforce Voice later extended it to phone support in US Higher Ed. Pearson analyzed 79,000 annual order inquiries to decide what to automate.
Results
Takeaway
Pearson chose what to automate by studying past inquiries, and the share resolved without staff differed by division.
Categories
- Size
- Large enterprise
- Industry
- Education
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- AI agentsConversational and voice AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
Salesforce describes Pearson's virtual assistant built on Agentforce, launched in August 2025 for chat and extended to voice. It reports 70% of questions resolved in UK Schools and 56% resolved autonomously in US Higher Ed. It says the team analyzed 79,000 annual order inquiries to choose what to automate.
Full details are in the original sources.
