Wiley . Publishing and education
Conversational customer self-service
Pilot
Pilot
Production
Scaled
Killed
Wiley is piloting Agentforce to help customers with dynamic, conversational self-service.From the source, 2026-10-17 (source shows no clear date; this is when we checked it)
What happened
Publisher Wiley uses Salesforce Service Cloud with Einstein AI and has been piloting Agentforce for conversational customer self-service. The agent answers from Wiley's knowledge base, resolves account access and password issues, and routes registration and payment questions. Salesforce says it beat Wiley's previous chatbot by over 40% on case resolution in its first weeks. Both sources describe it as a pilot, and this is a vendor-published account.
Sources
- Company
- Wiley
- Industry
- Publishing and education
- Vendor / platform
- Salesforce Agentforce
- Type
- Customer-facing agent
- Status
- Pilot
- Evidence date
- 2026-10-17 (source shows no clear date; this is when we checked it)
- Source
- https://www.salesforce.com/customer-stories/wiley/
- Notes
- Vendor-published case study.
- Last checked
- 2026-10-17
Status reflects only what the linked source states on the evidence date. If it changed, Suggest an update.