{"id":859438,"date":"2025-06-11T08:05:17","date_gmt":"2025-06-11T12:05:17","guid":{"rendered":"https:\/\/www.marketnewsdesk.com\/index.php\/skillsoft-and-salesforce-partner-to-build-more-effective-customer-support-teams-through-ai-powered-learning\/"},"modified":"2025-06-11T08:05:17","modified_gmt":"2025-06-11T12:05:17","slug":"skillsoft-and-salesforce-partner-to-build-more-effective-customer-support-teams-through-ai-powered-learning","status":"publish","type":"post","link":"https:\/\/www.marketnewsdesk.com\/index.php\/skillsoft-and-salesforce-partner-to-build-more-effective-customer-support-teams-through-ai-powered-learning\/","title":{"rendered":"Skillsoft and Salesforce Partner to Build More Effective Customer Support Teams Through AI-Powered Learning"},"content":{"rendered":"

<\/p>\n

Skillsoft and Salesforce Partner to Build More Effective Customer Support Teams Through AI-Powered Learning<\/b><\/p>\n

Organizations using Salesforce can enable their support teams to develop critical communication skills with Skillsoft CAISY\u2122<\/i><\/p>\n

BOSTON–(BUSINESS WIRE<\/a>)–Skillsoft<\/a> (NYSE: SKIL), the platform that empowers organizations and learners to unlock their full potential, today announced a partnership with Salesforce to bring Skillsoft CAISY\u2122<\/a> 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.<\/p>\n

\nCustomer expectations are evolving rapidly. According to Salesforce, 80% of customers say<\/a> 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\u2122 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 \u2013 all without disrupting daily workflows.<\/p>\n

\n\u201cExceptional customer service does not happen by chance \u2013 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,\u201d said Apratim Purakayastha, General Manager, Talent Development Solutions, Skillsoft. \u201cOur work with Salesforce will bring the transformative learning experience of CAISY\u2122 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.\u201d<\/p>\n

\n\u201cWe 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,\u201d added Tyler Carlson, SVP, Head of Product, AppExchange and Ecosystem, Salesforce. \u201cHaving Skillsoft CAISY\u2122 within Salesforce will unlock the next evolution of how humans and AI agents, together, deliver quality training and great customer experiences at scale.\u201d<\/p>\n

New Skillsoft Apps for the Salesforce Ecosystem<\/b><\/p>\n

Skillsoft CAISY\u2122 for Agentforce on AgentExchange
\n
<\/b>Integrated into Agentforce, Salesforce\u2019s digital labor platform, this agent action will enable organizations to assess real customer interactions using Skillsoft\u2019s 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.<\/p>\n

Skillsoft CAISY\u2122 for AppExchange
\n
<\/b>Designed to support learning in the flow of work, this app will enable support teams to access interactive, AI-powered practice scenarios, ranging from \u201cDealing with an Irate Customer\u201d to \u201cNavigating a Refund Request\u201d directly within Salesforce. Teams will engage in realistic customer interactions customized to their organization\u2019s toughest support cases, receiving instant feedback and targeted coaching to strengthen power skills critical to customer-facing roles.<\/p>\n

\nLearn more about Skillsoft\u2019s offerings for the Salesforce ecosystem here<\/a>.<\/p>\n

About Skillsoft
\n
<\/b>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\u2019s 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 \u2013 including 60% of the Fortune 1000 \u2013 and serves a global community of more than 95 million learners. For more information, visit skillsoft.com<\/a>.<\/p>\n

\"\"<\/p>\n

View source version on businesswire.com: <\/span>https:\/\/www.businesswire.com\/news\/home\/20250610134579\/en\/<\/a><\/span><\/p>\n

Investors
\n<\/b>
Ross Collins or Stephen Poe
\n
SKIL@alpha-ir.com<\/a><\/p>\n

Media
\n<\/b>
Cameron Martin
\n
cameron.martin@skillsoft.com<\/a><\/p>\n

KEYWORDS:<\/b> United States North America Massachusetts<\/p>\n

INDUSTRY KEYWORDS:<\/b> Software Data Analytics Artificial Intelligence Professional Services Technology Apps\/Applications Education Training<\/p>\n

MEDIA:<\/b><\/p>\n\n\n\n\n
Logo<\/b><\/font><\/td>\n<\/tr>\n
\"Logo\"<\/td>\n<\/tr>\n
<\/font><\/td>\n<\/tr>\n<\/table>\n","protected":false},"excerpt":{"rendered":"

Skillsoft and Salesforce Partner to Build More Effective Customer Support Teams Through AI-Powered Learning Organizations using Salesforce can enable their support teams to develop critical communication skills with Skillsoft CAISY\u2122 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\u2122 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. Customer expectations are evolving rapidly. According to Salesforce, 80% of customers say the experience … <\/p>\n

Continue reading “Skillsoft and Salesforce Partner to Build More Effective Customer Support Teams Through AI-Powered Learning”<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[],"tags":[],"class_list":["post-859438","post","type-post","status-publish","format-standard","hentry"],"yoast_head":"\nSkillsoft and Salesforce Partner to Build More Effective Customer Support Teams Through AI-Powered Learning - Market Newsdesk<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.marketnewsdesk.com\/index.php\/skillsoft-and-salesforce-partner-to-build-more-effective-customer-support-teams-through-ai-powered-learning\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Skillsoft and Salesforce Partner to Build More Effective Customer Support Teams Through AI-Powered Learning - Market Newsdesk\" \/>\n<meta property=\"og:description\" content=\"Skillsoft and Salesforce Partner to Build More Effective Customer Support Teams Through AI-Powered Learning Organizations using Salesforce can enable their support teams to develop critical communication skills with Skillsoft CAISY\u2122 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\u2122 agent actions to Agentforce and the Salesforce ecosystem, transforming how organizations upskill and reskill their customer support teams at scale. 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