Skillsoft partners with Salesforce to integrate AI-powered customer service training into Agentforce

12 Jun

The collaboration embeds Skillsoft CAISY into Salesforce’s platform, allowing support teams to simulate customer conversations and receive real-time coaching without leaving their workflow.

Skillsoft has announced a partnership with Salesforce to deliver AI-powered customer service training within the Salesforce ecosystem. The integration brings Skillsoft CAISY, the company’s conversational AI coaching tool, directly into Agentforce and AppExchange, aiming to help organizations upskill support teams through in-platform simulation and feedback.

Skillsoft provides enterprise learning solutions across industries. Salesforce is a cloud-based software company offering customer relationship management (CRM) and business applications. The new offerings target a growing disconnect between rising customer expectations and the preparedness of customer-facing staff.

AI coaching embedded into daily operations

The integration will allow teams to simulate high-stakes customer interactions, such as handling complaints or navigating refund requests, and receive immediate coaching based on performance. Managers will have access to feedback tools and performance data to track team development and identify skills gaps.

The offering includes:

Skillsoft CAISY for Agentforce: Enables live assessment of customer interactions using custom rubrics, with coaching feedback and performance scores.
Skillsoft CAISY for AppExchange: Provides access to realistic customer scenarios that support skill-building directly within the Salesforce environment.

Apratim Purakayastha, general manager, talent development solutions at Skillsoft, says: “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.

“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.”

Customer experience pressure drives focus on training

According to Salesforce, 80 percent of customers say that the experience a company provides is as important as the product itself. However, 70 percent of service leaders report ongoing service challenges due to underskilled staff. While 59 percent view upskilling as a priority, implementation often lags.

Tyler Carlson, SVP, head of product, AppExchange and ecosystem at Salesforce, says: “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. 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.”

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