Any B2B software companies using Einstein for Service?

We have been piloting a number of the modules with our support desk (~50 heads) and struggling to get any value from the tool at all.

We’ve repeatedly asked for some references we can speak to to discuss the tool who work as a B2B company but they said they can’t provide one.

Our company supports multiple products and we’re finding that Article Recommendations engine is struggling to differentiate between products well despite having quite a decent knowledge base behind it.

Because of this the gen ai service replies are next to useless. The other modules are more value adds and useful but not worth the £100pmonth licence they’re asking for.

If it helps on company size we’re approximately a £60m ARR company