How It Works
We analyse your top case categories, resolution workflows, escalation triggers, and knowledge base structure — identifying every case type the agent can resolve autonomously with high confidence.
The service agent is built with precise Topics for each case type, integrated with your Knowledge Base articles, Order Management records, and Service Cloud case history for full customer context.
Supervised go-live with real customer cases, CSAT monitoring in place, and live tuning of agent responses based on actual conversation data — then handover with a full optimisation playbook.
What's Included
L1 and L2 cases — refunds, order status, password resets, troubleshooting — resolved end-to-end by the agent without human involvement, 24 hours a day.
Agent responses are grounded in your approved Knowledge Base articles — no hallucinations, no improvised answers, just accurate information drawn from your documented procedures.
When a customer's frustration exceeds a threshold, the agent detects sentiment shifts and escalates to a human agent with full conversation context — before the situation deteriorates.
Order status lookups, refund initiations, rescheduling requests, and delivery queries handled autonomously using live Order Management and CRM data — no rep required.
The agent tracks case age against SLA targets and auto-escalates cases approaching breach — ensuring your response time commitments are met even when case volume spikes.
Every resolution pathway is designed to preserve customer satisfaction — appropriate tone, accurate information, fast resolution, and a human fallback when needed.
Who It's For
Your agents are handling hundreds of identical L1 cases daily. This agent deflects the repeatable work, freeing your human team for complex cases that genuinely require expertise.
Every L1 case resolved by an agent costs a fraction of a human-handled case. At scale, autonomous resolution delivers measurable, board-reportable cost reduction.
You have an auto-resolution target but lack the AI infrastructure to reach it. This engagement builds the Agentforce layer that gets you there — with CSAT safeguards built in.