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Kovil AI Assistant
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Autonomous case resolution, intelligent escalation, and self-updating knowledge — deployed in Service Cloud with 65%+ autonomous resolution rates from week one.
INCOMING CASES
ATLAS REASONING ENGINE
RESOLUTION
Case closed · Refund initiated · Survey sent
Service Cloud Use Cases
Each use case is a standalone deployment — start with one, expand to all three as your confidence grows.
The three agents cover the life of a support case: resolving routine cases, routing the rest to the right person, and keeping the knowledge base current. They run inside your Salesforce org on the Atlas Reasoning Engine, are covered by the Einstein Trust Layer, and are grounded in live CRM and Data Cloud data.
The Autonomous Case Resolution agent starts when a case is created from any channel: web portal, email-to-case, chat or voice transcription. It assembles the customer's account history, orders, contracts and entitlements, classifies the case type, urgency and sentiment with Einstein Case Classification, and then picks a resolution path. The Intelligent Escalation agent scores case complexity, SLA risk and sentiment and routes the case to the right person with the context already loaded. The Knowledge Base Agent finds articles with semantic search filtered by product version and entitlement, summarises them for the customer, spots gaps from unresolved cases and drafts updates for a person to review.
Each agent is a standalone deployment, typically a 3-week fixed-price sprint, so you can start with one and add the others.
| Agent | Job it does | When it runs | Main Salesforce components | Where people stay involved |
|---|---|---|---|---|
| Autonomous Case Resolution | Resolves Tier 1 and Tier 2 cases such as refunds, order status, rescheduling and account updates | When a new case is created, from any channel | Atlas Reasoning Engine, Einstein Case Classification, Salesforce Knowledge, Flow, OmniChannel, Data Cloud | Cases the agent cannot resolve go to a human agent |
| Intelligent Escalation | Routes escalations by skill, SLA and sentiment with context pre-loaded | On case creation and on status changes | Atlas Reasoning Engine, Einstein Case Classification, OmniChannel, Flow, Data Cloud, Slack | The receiving agent starts with account history and conversation context |
| Knowledge Base Agent | Surfaces articles, detects documentation gaps and drafts updates | During case resolution, plus a weekly gap analysis | Atlas Reasoning Engine, Salesforce Knowledge, Einstein Search, Prompt Builder, Flow | A person reviews drafts before anything is published |
Start with the problem that costs most today. Choose Autonomous Case Resolution if routine cases dominate your queue, Intelligent Escalation if hard cases are routed badly, and the Knowledge Base Agent if articles are out of date.
They are grounded in live CRM and Data Cloud data and run under the Einstein Trust Layer. The knowledge agent filters by product version and entitlement and never surfaces deprecated articles. Cases the agent cannot resolve are escalated to a person.
The agents use Data Cloud for unified customer context. Whether your data is ready is assessed in an Agentforce Strategy & Readiness engagement, which comes before the build.
They handle Tier 1 and Tier 2 cases so that your human agents see the cases that need judgement, and they arrive with context loaded.
Each agent is delivered as a fixed-price sprint, scoped on a discovery call.