- Skillsoft (SKIL, Financial) partners with Salesforce to enhance customer support training using AI-driven learning solutions.
- The integration aims to address skill gaps, improving customer satisfaction and team performance.
- Interactive training tools will be available within Salesforce, providing real-time feedback and coaching.
Skillsoft (SKIL), a leader in enterprise learning solutions, has announced a strategic partnership with Salesforce to integrate its AI-powered learning platform, CAISYâ„¢, into Salesforce's ecosystem. This collaboration aims to revolutionize how organizations upskill and reskill their customer support teams, addressing critical skill gaps and enhancing service quality.
By embedding Skillsoft CAISYâ„¢ into Salesforce's Agentforce and AppExchange, support teams can simulate high-stakes customer conversations and receive real-time feedback on their performance. The interactive training environment focuses on developing essential power skills such as communication, empathy, and problem-solving, seamlessly integrating into daily workflows.
The initiative addresses pressing needs highlighted by Salesforce research, which found that 80% of customers consider their experience with a company as important as its products and services. Despite this, 70% of service decision-makers report significant challenges due to under-skilled staff.
Skillsoft's integration with Salesforce provides managers with enhanced visibility into team performance, facilitating faster feedback and consistent service standards. The tools aim to transform customer support operations into a competitive advantage by providing training where and when it's needed most.
"Exceptional customer service results from consistent practice and feedback," noted Apratim Purakayastha, Skillsoft's General Manager, Talent Development Solutions. Similarly, Tyler Carlson from Salesforce emphasized the potential of this collaboration to elevate customer experience through integrated, real-time AI training.
