Dreamforce 2025 - Wayfound and Sauce Labs Agentforce Session on Customer Support Agent Success
At Dreamforce 2025, in the Agentforce Pavilion, Tatyana Mamut, CEO and Co-founder of Wayfound, was joined by Lakshmi Rao, Director of Customer Support at Sauce Labs, to share in a breakout session how Sauce Labs successfully reached operational excellence with their customer support AI agents.
Their session covered several key topics:
- Frameworks and agent supervision to move quickly AND successfully from pilots to production
- The benefits of applying an agent supervision solution designed for business owners, to alleviate resource and time burdens across teams
- Quantifying agent performance and acting quickly when things need attention
“There will only be two types of companies by the end of this decade,” Mamut said. “The first type are those who fully utilize AI, and the second type are those that will be out of business.” That urgency, she noted, is driving the rise of the agentic enterprise — organizations embedding AI agents across internal and customer-facing workflows to create measurable business impact.
As you will hear in the recording of the Agentforce breakout session, Rao of Sauce labs explained: “We are an AI-powered testing platform, and the goal for us was to see that we have a deflection rate through our AI agent somewhere around 10 and going up to 25%.”
Sauce Labs integrated Wayfound, using its supervisor capabilities to monitor, evaluate, and improve agent performance. “We were going from auditing 100% of content to 10% of content and doing it within 30 minutes a week,” Rao explained. “[Wayfound] helps us bucket or bracket that into specific categories, and then we can just zoom in on the ones that truly need our attention.”
The result: faster audits, better insights, and immediate visibility into broken links, knowledge gaps, and irrelevant content.
Wayfound reduced pre-deployment testing from 12 weeks to just three. The success, Rao said, has boosted morale and efficiency across teams. “It’s way easier, because we are a small team, so I have to be efficient about where I utilize the resources… had it not been for the condensed reporting that we got from Wayfound, the influx was going to be overwhelming.”
Looking ahead, Sauce Labs is now applying the same analytics framework to its core AI-powered testing platform. As Rao described, “We’re extrapolating how our product and engineering team is driving to surface their AI insights and AI-covered testing.”