Salesforce today announced an expanded relationship with CurrencyFair, a leading online cross-border payment and foreign exchange service, leveraging Agentforce, Salesforce’s digital labour platform, to enhance its customer service.

Through Agentforce, CurrencyFair will deploy an AI agent designed to augment its human customer service team by autonomously and quickly resolving common customer queries 24/7. This move will enable CurrencyFair’s expert money-transfer team to focus on more complex and personalised support cases where it matters most.

Why it’s important: Ninety-three percent of service professionals at organisations with AI say the technology saves them time, allowing them to provide better support to customers.

Driving the news: Irish-headquartered CurrencyFair, which manages over 100,000 customer interactions each year, is known for its exceptional, hands-on customer service, offering individuals and businesses a faster, more affordable, and secure way to send money across borders. As demand grows, maintaining this high level of service is crucial for scaling the business effectively.

With Agentforce, CurrencyFair’s customers will get their queries resolved more quickly, ensuring clear and accurate information is provided to them.

• Routine customer inquiries, such as questions about supported currencies and countries, password changes, and required documents for customer profiles, will be handled more efficiently through the AI agent’s automated responses.
• AI agents are anticipated to assist with around 10% of customer requests, ensuring that customers receive the information they need more quickly, regardless of whether their support comes from a human or AI agent.
• With typical response times under 60 seconds, CurrencyFair’s expert team will be better equipped to provide more complex and personalised customer support.

CurrencyFair, which supports money transfers to over 150 countries with 20+ currencies, has been a long-standing Salesforce partner for over a decade. The company has deployed several Salesforce solutions, including Service Cloud, Marketing Cloud, and Tableau, to deliver a single view of the customer and an enhanced customer experience, all powered by data. The introduction of Agentforce is the next step in this ongoing partnership, further solidifying CurrencyFair’s commitment to innovation and customer satisfaction.