# Did Wiley's AI service agent beat its old chatbot?

> Publisher Wiley piloted Salesforce Agentforce during back-to-school peak to resolve account-access and password issues and triage registration and payment questions. Wiley told diginomica it saw a more than 40% increase in case resolution compared with its old chatbot.

- **Evidence grade:** A — Named organization, quantified outcome, independent source (news, paper, filing, or customer quote outside vendor marketing).
- **Organization:** Wiley (publisher)
- **Industry:** Software, Internet & Media — Publishing & education
- **Roles:** Customer Support
- **Tools:** Agentforce (Salesforce)
- **Status:** pilot · **Agent pattern:** autonomous-agent · **Autonomy:** 3/4
- **Last verified:** 2026-10-17

## Reported outcomes
- case resolution: more than 40% increase vs previous chatbot [1] (self-reported)

## How it works
1. Agent answers from Wiley's knowledge base.
2. Automatically resolves account access and password issues.
3. Triages registration and payment requests to the right human team.
4. Summarizes conversations for human agents.

## Risks & compliance
- Account security on password flows

## Notes
- Salesforce also cites a 213% ROI for Wiley, but that figure is for its Service Cloud implementation overall, not the agent.

## Sources
1. diginomica, "Dreamforce 24 - Wiley turns the page on productivity gains with Agentforce" (2024-09-17) <https://diginomica.com/dreamforce-24-wiley-turns-page-productivity-gains-agentforce>
   > "we’ve seen a more than 40% increase in case resolution, outperforming our old bot."

Canonical: https://agentcasefile.com/cases/wiley-agentforce-case-resolution/ · License: CC BY 4.0 (summary) · Source: Agent Casefile