Airkit.ai: Revolutionizing Customer Service with AI

Airkit.ai, now a Salesforce AppExchange partner, has made waves in the AI landscape with its innovative AI Agent platform, powered by OpenAI's GPT-4. Focused primarily on the commerce industry, Airkit.ai's platform excels in addressing customer queries related to order status, returns, order issues, and product support.‍

What sets Airkit.ai apart is its promise to resolve over 90% of customer questions instantly, even before human intervention.

A Look at Salesforce's AI Journey

Salesforce has been steadily advancing in the realm of AI. From Live Agent features seamlessly integrated into Service Cloud to the introduction of Einstein Bots in 2018, the company has been on an AI journey. However, in the face of the generative AI movement led by OpenAI, Einstein Bots, while effective, appeared somewhat rudimentary.

The Challenge of Modern Customer Service

"Customer satisfaction is at a 17-year low, call center teams are more stressed than ever, and despite significant technological advances over the past few years, most retail brands are stuck with legacy FAQ bots that lack the intelligence needed to resolve customer needs," said Stephen Ehikian, Airkit.ai Co-Founder and CEO.

The Strategic Imperative

Salesforce's acquisition of Airkit.ai signifies its commitment to staying ahead in the AI race. While the company has reduced its historical acquisition spree since acquiring Slack in 2021, this move underscores the importance of bringing in specialist platforms and top talent to dominate the AI market.

Future-Proofing Customer Engagement

Upon completion of the acquisition, Airkit.ai will seamlessly integrate into Salesforce's Service Cloud. Led by Adam Evans, Airkit.ai's Co-Founder and CTO, the team will play a pivotal role in shaping the future of customer engagement across Service, Sales, Marketing, and Commerce teams.

What Lies Ahead

The acquisition is expected to close in the second half of Salesforce's fiscal year 2024, subject to customary closing conditions. While specific financial details remain undisclosed, this strategic move aligns with Salesforce's vision to drive customer engagement into the AI era.

Ready to Create AI Agents Without Code?

If this new tool intrigues you and you're curious about how it can enhance your commerce interactions, reach out to us at info@polarstrategy.com. Our experts are here to guide you through its potential for your business.

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