The Future of Customer Success and Turnkey AI Agents for SMBs - Matt Kravitz of Salesforce

Service leaders are increasingly asked to deploy AI agents without a clear sense of what these systems can safely handle today, or where to start. In this episode, Matt Kravitz, Head of Customer Transformation for Service Cloud at Salesforce, breaks down a three-level maturity model for AI service agents — answering questions, accessing account data, and taking action — and how to sequence adoption. The conversation also covers a channel-strategy framework for deciding which support requests to deflect, route to digital-assisted support, or escalate to a live conversation, and how a business's overall service model should guide which use case to prioritize first.

This episode is sponsored by Salesforce.

In this episode, we cover how enterprise service leaders can sequence AI agent adoption — starting with agents that answer common questions, then adding account-data access, and finally the ability to take action on a customer's behalf. To go deeper on this topic, download our free PDF report, 'Beginning with AI,' at emerj.com/aik1