Ep 24: You’re still Responsible When AI Gets It Wrong | Kishan Chetan | Salesforce

Kishan Chetan leads Agentforce Service at Salesforce, where he focuses on how AI agents are changing the way businesses serve their customers.Traditional chatbots could answer questions, but they often stopped short of actually completing tasks. AI agents are changing that by taking action, resolving issues, and supporting customers across channels, including voice.In this episode of Digital Storm Weekly, Kishan shares a practical perspective on what it takes to move from conversational AI to autonomous customer service.He discusses:● Why AI agents go beyond traditional chatbots by completing tasks, not just answering questions ● How Salesforce's AI service agent, Casey, has fully resolved 5 million conversations ● How companies such as Engine and Williams Sonoma are using agents to handle real customer needs ● Where human judgment and empathy remain essential in customer interactions ● How AI agents are enabling 24/7 customer service across channels ● Why outcome-based pricing is becoming relevant as AI takes on more work ● How service teams can shift from routine requests to complex problem-solving and revenue growth ● Why businesses remain accountable when their AI agents make mistakes ● What it takes to make voice agents sound natural and respond without frustrating delaysKishan's central message is clear:AI transforms customer service when it stops answering questions and starts resolving problems autonomously.For business leaders, the opportunity is not simply to reduce service costs. It is to improve customer satisfaction, build loyalty, and deliver better experiences at scale.🎧 Listen to the full episode here🔗 YouTube: The Digital Storm Weekly Podcast👉 Love my content? Follow Dr Joerg Storm for more AI and tech insights.👉 Found this helpful? Share it!🔗 Subscribe to the newsletter: https://drstorm.substack.com/subscribe—-----------------------🎧 𝗟𝗶𝘀𝘁𝗲𝗻 𝘁𝗼 𝘁𝗵𝗲 𝗳𝘂𝗹𝗹 𝗲𝗽𝗶𝘀𝗼𝗱𝗲 𝗵𝗲𝗿𝗲🔗 YouTube: https://www.youtube.com/watch?v=PHJaXGAo4qs&list=PLIUBbSI0VTk1JbL_8U7AciTe-6nCLKaKT 🔗 Amazon Music: https://music.amazon.com/podcasts/a8ccad06-05d4-45e9-9f69-a4b6eacd77c7/the-digital-storm-weekly-podcast 🔗 Apple Podcasts: https://podcasts.apple.com/us/podcast/the-digital-storm-weekly-podcast/id1867227116 🔗 Spotify: https://open.spotify.com/show/779CC9Nn8coXth0tNjlt2d 🔗 RSS: https://rss.com/podcasts/the-digital-storm-weekly-podcast/