Datasite's Agentforce resolves 70% of dealmaker chat inquiries autonomously
DatasiteSalesforce Agentforce · Salesforce Einstein · Agentforce Agent Builder +1
Datasite, an M&A SaaS platform used by over 1.8 million dealmakers across 180 countries, deployed Salesforce Agentforce to replace its Einstein chatbot for customer chat support. Agentforce pulls answers directly from Datasite's knowledge base of over 2,000 articles, transfers cases to live Assist team members with a chat summary when needed, and understands natural-language queries in multiple languages. Datasite expects Agentforce to resolve 70% of incoming chat queries, 20% more than the prior Einstein chatbot's 50%.
Overview
Datasite, an M&A SaaS platform used by over 1.8 million dealmakers across 180 countries, deployed Salesforce Agentforce to replace its Einstein chatbot for customer chat support. Agentforce pulls answers directly from Datasite's knowledge base of over 2,000 articles, transfers cases to live Assist team members with a chat summary when needed, and understands natural-language queries in multiple languages. Datasite expects Agentforce to resolve 70% of incoming chat queries, 20% more than the prior Einstein chatbot's 50%.
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Inspect the highlighted sourceThe challenge
As global M&A activity surged 12% in 2024, Datasite faced growing demand for fast, reliable chat support from dealmakers managing high-stakes transactions. Its first solution, the Einstein chatbot, resolved 50% of cases through self-service but couldn't transfer customers to a live Assist team member, relied on manual updates that could produce outdated or incomplete answers, and required customers to leave the chat and call customer success for further help.
The solution
Datasite deployed Salesforce Agentforce, which surfaces accurate answers from Datasite's knowledge base of over 2,000 articles instantly, understands natural-language queries in multiple languages, and automatically pulls the latest information rather than relying on manual updates. When needed, Agentforce seamlessly transfers cases to a live Assist team member with a chat summary and key account details. Datasite's Salesforce administrator worked with Salesforce Professional Services to implement Agentforce, ensuring it had access to customer profile, case history, chat history, and product information.
Reported business value
Agentforce currently resolves 70% of incoming chat queries, 20% more than the prior Einstein chatbot's 50%, freeing the Assist team to focus on personalized guidance, strategic recommendations, and cross- and upsell opportunities.
Sources
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