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.
Reported outcomes
Outcomes are reported exactly as stated by the source; we have not independently audited them.
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
Editor's notes
- Salesforce also cites a 213% ROI for Wiley, but that figure is for its Service Cloud implementation overall, not the agent.
Tools mentioned & how to build it
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Tools mentioned
- Agentforce (Salesforce)
Salesforce's agent platform across service, sales and field service.
Build a version yourself
- n8n
Open-source workflow automation with AI agent nodes; self-host or cloud. - HubSpot (Breeze agents)
SMB-friendly CRM with Breeze AI agents for prospecting and support. - Relevance AI
Build an 'AI workforce' of agents, e.g. BDR agents that research and book meetings.
Sources
“we’ve seen a more than 40% increase in case resolution, outperforming our old bot.”Dreamforce 24 - Wiley turns the page on productivity gains with Agentforce
Grade rationale: Named organization, quantified outcome, independent publication quoting the customer. Automated check on Oct 17, 2026: 1/1 quotes and 1/1 outcome claims matched the source. Compiled by the Agent Casefile research desk (AI-assisted; see methodology). Spot an error? Request a correction.
