Salesforce has 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 morecomplex 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.
“At CurrencyFair, exceptional customer support isn’t just a priority, it’s the cornerstone of everything we do. Our customers rely on our team’s speed, expertise, and dedication, which is why delivering timely, insightful solutions is central to our business strategy,” said Jan Lorenc, CEO, CurrencyFair Ltd.
“As we scale, Salesforce’s powerful technology will empower us to maintain this high standard of service while enabling even deeper, more personalised support where it matters most,” added Lorenc.
“With Agentforce, CurrencyFair is embracing the future of customer service, where digital labour and human agents work together to provide a seamless and quality service. While agentic AI is a breakthrough technology, it delivers upon the fundamental principle of customer success and is underpinned by privacy, transparency and trust,” said Niamh McArdle, Head of Ireland SMB Sales, Salesforce Ireland.
“At Salesforce we are committed to helping Irish businesses of all sizes with this revolutionary technology, and are inspired by the vision that CurrencyFair has for its future with Agentforce working alongside the organisation’s superb customer care team,” added McArdle.
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