Skillsoft and Salesforce Partner to Build More Effective Customer Support Teams Through AI-Powered Learning
MWN-AI** Summary
Skillsoft, a leader in enterprise learning solutions, has announced a partnership with Salesforce to enhance customer support teams through AI-powered learning via its CAISY™ platform. The collaboration aims to address the ongoing skill gap within customer service departments, where many teams struggle with inadequate training. According to Salesforce, while 59% of service decision-makers prioritize upskilling, 70% experience challenges due to underprepared staff.
By integrating Skillsoft CAISY™ into Salesforce's ecosystem, organizations can foster critical communication skills within their support teams. This innovative approach allows for real-time coaching and practice scenarios, enabling employees to refine their skills without disrupting their workflows. The CAISY™ agent actions, incorporated into Salesforce's Agentforce, will provide support teams with immediate feedback on customer interactions, helping managers identify skill gaps and development opportunities.
The partnership responds to the pressing need for exceptional customer service. Research indicates that 80% of customers prioritize company experiences as much as product quality. Thus, equipping support personnel with essential skills like empathy, problem-solving, and communication is crucial in delivering exceptional service.
Skillsoft's General Manager, Apratim Purakayastha, emphasized that exceptional service results from consistent practice and feedback. In tandem, Tyler Carlson from Salesforce highlighted the transformative nature of integrating Skillsoft's solutions into their platform, facilitating a collaborative training environment where human agents and AI can thrive together.
Through initiatives like Skillsoft CAISY™ for Agentforce and AppExchange, organizations can seamlessly enhance their teams’ abilities to handle common customer challenges. Altogether, this partnership represents a significant leap forward in empowering customer support personnel, driving improvements in service quality and customer satisfaction across industries.
MWN-AI** Analysis
The recent partnership between Skillsoft (NYSE: SKIL) and Salesforce is a strategic move that holds significant potential for organizations looking to enhance their customer support teams. This collaboration leverages Skillsoft's CAISY™ AI-powered learning platform, seamlessly integrated into Salesforce’s ecosystem, promising transformative changes in training and development for customer-facing staff.
As customer expectations rapidly evolve, companies must recognize the importance of exceptional service. Notably, Salesforce reports that 80% of customers prioritize their experience on par with the quality of products offered. This insight highlights the urgent need for organizations to invest in upskilling their support teams. The statistics indicate that while 59% of decision-makers prioritize training, a staggering 70% still face challenges due to underprepared staff, revealing a critical gap that the Skillsoft-Salesforce collaboration aims to bridge.
Skillsoft CAISY™ will provide interactive, real-time AI coaching that allows support teams to practice essential communication skills in a controlled environment without interrupting their workflow. The platform's ability to simulate high-pressure customer interactions and offer instant feedback positions organizations to turn their support functions into a competitive advantage.
From a market perspective, Skillsoft presents a compelling investment opportunity. With a focus on innovative learning solutions and a substantial addressable market across Fortune 1000 companies, their strategic alignment with Salesforce could pave the way for increased demand and growth in revenue streams. Moreover, as businesses continue to adapt to the digital landscape, investing in tools that foster employee development and enhance customer interactions becomes a critical success factor.
In conclusion, investors should watch Skillsoft closely as it capitalizes on this partnership. The potential for enhanced performance in customer services through AI-driven learning is a driving force that could positively influence Skillsoft’s bottom line, making it an attractive option in the evolving educational technology landscape.
**MWN-AI Summary and Analysis is based on asking OpenAI to summarize and analyze this news release.
Organizations using Salesforce can enable their support teams to develop critical communication skills with Skillsoft CAISY™
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.
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 skillsoft.com .
View source version on businesswire.com: https://www.businesswire.com/news/home/20250610134579/en/
Investors
Ross Collins or Stephen Poe
SKIL@alpha-ir.com
Media
Cameron Martin
cameron.martin@skillsoft.com
FAQ**
How does the partnership with Salesforce enhance Skillsoft Corp (New) Cl A SKIL's ability to deliver AI-powered training solutions for customer support teams, and what metrics will be used to measure success?
What specific customer service challenges faced by organizations does Skillsoft Corp (New) Cl A SKIL aim to address through the implementation of the CAISY™ platform in the Salesforce ecosystem?
Can you elaborate on how Skillsoft Corp (New) Cl A SKIL's training programs will differentiate themselves in a competitive market and improve overall customer satisfaction for organizations using Salesforce?
How does Skillsoft Corp (New) Cl A SKIL plan to leverage its extensive learner base to drive adoption of the new CAISY™ offerings within the Salesforce platform, and what are the expected outcomes?
**MWN-AI FAQ is based on asking OpenAI questions about Skillsoft Corp (New) Cl A (NYSE: SKIL).
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