Latest news with #ApratimPurakayastha
Techday NZ
2 days ago
- Business
- Techday NZ
Skillsoft & Salesforce launch AI learning for support teams
Skillsoft has announced a partnership with Salesforce to provide AI-powered learning solutions designed to improve the capabilities of customer support teams using the Salesforce platform. The collaboration introduces Skillsoft's CAISY offerings to the Salesforce ecosystem in response to persistent skill gaps in customer support. Research cited by the companies highlights that while 59% of service decision-makers consider upskilling customer-facing staff a priority, 70% still report service challenges due to underskilled teams. AI-driven coaching Skillsoft's CAISY platform delivers interactive, AI-powered coaching environments within Salesforce, enabling support personnel to practise high-stakes customer conversations and receive real-time feedback. These features are intended to strengthen essential skills such as communication, empathy, and problem-solving without interrupting regular workflows. According to Salesforce data, customer expectations are changing rapidly, with 80% of customers valuing the quality of their experience as highly as the company's products and services. Skillsoft and Salesforce aim to address these evolving demands by making targeted training accessible directly within the tools customer-facing teams already use. "Exceptional customer service does not happen by chance – it is the result of consistent practice, feedback, and development. Too often, support teams lack access to the kind of training that effectively prepares them for the real-world conversations they face every day," said Apratim Purakayastha, General Manager, Talent Development Solutions, Skillsoft. "Our work with Salesforce will bring the transformative learning experience of CAISYTM directly into the tools customer-facing teams use every day, helping organisations strengthen relationships, improve performance, and turn their support function into a competitive advantage." Skillsoft's integration with Salesforce will allow support teams to simulate varied customer scenarios, such as managing difficult issues with upset customers or handling refund requests. These scenarios are customisable and include instant feedback aligned with each organisation's unique requirements. Integration details The first of the new applications, Skillsoft CAISY for Agentforce on AgentExchange, is embedded in Agentforce, Salesforce's digital labour platform. This tool uses custom conversation rubrics developed by Skillsoft to evaluate real customer support interactions. Agents get actionable performance scores and coaching recommendations, while managers can spot skills gaps and identify development opportunities for their teams. The aim is to create faster feedback cycles and more consistent service performance. For continuous learning during work, Skillsoft CAISY for AppExchange offers another route for support teams. This application provides access to interactive practice modules - such as dealing with irate customers—directly within Salesforce. The modules are intended to build confidence and competence in handling typical customer service cases through targeted skills practice. Tyler Carlson, Senior Vice President and Head of Product, AppExchange and Ecosystem at Salesforce, highlighted the immediate and scalable value of the partnership: "We are excited for Skillsoft to bring its industry-leading enterprise learning solutions to Salesforce, delivering real-time AI training for organisations and their customer service teams exactly when they need it. Having Skillsoft CAISYTM within Salesforce will unlock the next evolution of how humans and AI agents, together, deliver quality training and great customer experiences at scale." Focus on measurable outcomes Both companies cite the need for measurable improvements in service quality and customer satisfaction. Through deeper integration with daily operations, organisations are expected to benefit from enhanced visibility into team capabilities and more efficient ways to address performance issues. The partnership targets organisations seeking to accelerate workforce upskilling and reskilling by embedding coaching and development tools within the platforms their support teams regularly use. The approach is designed to mitigate the ongoing challenges that have been widely reported within customer service environments. Skillsoft's offerings will be available to the broad Salesforce user base, enabling practical, in-the-moment learning opportunities that reflect the diverse and evolving demands of customer support roles. Follow us on: Share on:
Business Wire
3 days ago
- Business
- Business Wire
Skillsoft and Salesforce Partner to Build More Effective Customer Support Teams Through AI-Powered Learning
BOSTON--(BUSINESS WIRE)-- Skillsoft (NYSE: SKIL), the platform that empowers organizations and learners to unlock their full potential, today announced a partnership with Salesforce to bring Skillsoft CAISY™ agent actions to Agentforce and the Salesforce ecosystem, transforming how organizations upskill and reskill their customer support teams at scale. This new partnership will enable organizations to gain deeper visibility into team performance, accelerate frontline workforce development through AI-powered learning, and drive measurable improvements in customer service quality and satisfaction. Having Skillsoft CAISY™ within Salesforce will unlock the next evolution of how humans and AI agents, together, deliver quality training and great customer experiences at scale. Customer expectations are evolving rapidly. According to Salesforce, 80% of customers say the experience a company provides is equally important as its products and services. However, many support teams are underprepared: while 59% of service decision-makers identify upskilling customer-facing talent as a high priority, 70% still report moderate to major service challenges due to underskilled staff. The new Skillsoft CAISY™ offerings for the Salesforce ecosystem will address this gap by providing interactive, AI-powered coaching environments where organizations and their support teams can simulate and practice high-stakes customer conversations, receive real-time feedback, and strengthen critical power skills like communication, empathy, and problem-solving – all without disrupting daily workflows. 'Exceptional customer service does not happen by chance – it is the result of consistent practice, feedback, and development. Too often, support teams lack access to the kind of training that effectively prepares them for the real-world conversations they face every day,' said Apratim Purakayastha, General Manager, Talent Development Solutions, Skillsoft. 'Our work with Salesforce will bring the transformative learning experience of CAISY™ directly into the tools customer-facing teams use every day, helping organizations strengthen relationships, improve performance, and turn their support function into a competitive advantage.' 'We are excited for Skillsoft to bring its industry-leading enterprise learning solutions to Salesforce, delivering real-time AI training for organizations and their customer service teams exactly when they need it,' added Tyler Carlson, SVP, Head of Product, AppExchange and Ecosystem, Salesforce. 'Having Skillsoft CAISY™ within Salesforce will unlock the next evolution of how humans and AI agents, together, deliver quality training and great customer experiences at scale.' New Skillsoft Apps for the Salesforce Ecosystem Skillsoft CAISY™ for Agentforce on AgentExchange Integrated into Agentforce, Salesforce's digital labor platform, this agent action will enable organizations to assess real customer interactions using Skillsoft's custom conversation rubrics. Support teams receive actionable performance scores and real-time AI coaching recommendations, while managers gain greater visibility into skill gaps and opportunities for growth, resulting in faster feedback loops, more consistent service standards, and more effective team development. Skillsoft CAISY™ for AppExchange Designed to support learning in the flow of work, this app will enable support teams to access interactive, AI-powered practice scenarios, ranging from 'Dealing with an Irate Customer' to 'Navigating a Refund Request' directly within Salesforce. Teams will engage in realistic customer interactions customized to their organization's toughest support cases, receiving instant feedback and targeted coaching to strengthen power skills critical to customer-facing roles. Learn more about Skillsoft's offerings for the Salesforce ecosystem here. About Skillsoft Skillsoft (NYSE: SKIL) empowers organizations and learners to unlock their full potential by delivering personalized, interactive learning experiences and enterprise-ready solutions. Powered by AI and strengthened by a broad ecosystem of partners, the Skillsoft platform helps customers solve some of today's most complex business challenges including bridging skill gaps, improving talent retention, driving digital transformation, and future-proofing the workforce. Skillsoft is the talent development partner of choice for thousands of organizations – including 60% of the Fortune 1000 – and serves a global community of more than 95 million learners. For more information, visit
