Skillsoft has partnered with Salesforce to integrate its AI-driven Skillsoft CAISY™ learning environment directly into Salesforce’s ecosystem, including Agentforce and AppExchange, transforming how organizations train, upskill, and reskill customer support teams at scale. “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.
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With the integration, support professionals can engage in AI‑powered role-play simulations—such as handling irate customers or refund requests—receive real‑time feedback, and hone essential power skills like communication, empathy, and problem‑solving without disrupting workflows. Tyler Carlson, SVP of Product, AppExchange and Ecosystem at Salesforce, added, “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”. The new CAISY™ agent actions provide performance insights and coaching via Agentforce, while the AppExchange app integrates interactive scenarios into daily support operations. Together, these solutions give leaders greater visibility into team capabilities and accelerate frontline development, turning customer service into a strategic advantage.
