Smarter Customer Query Handling
They were seeking an automatic way to derive intent, find priority, classify tickets, and analyze lengthy customer messages without intensive manual analysis.
End-to-End Ticket Automation
The client required an autonomous system for creating, classifying, routing, and summarizing tickets and had Salesforce as their CRM for handling all their customer support processes.
Scalable and Maintainable Support Operations
There was a need for a technology stack that could support the increased number of queries in the future, allowing for ongoing improvements in the model, and that would not need manual efforts in all high-volume customer support operations.
The detailed messages had to be read and understood by the support agents, thus causing delays, irregular priority assignments, and differences in the quality of issues handled.
The existing Salesforce routing logic was not as efficient and reliable as it needed to be in different customer support scenarios, and it tended to be placed in the wrong case and reprocessed.
The length of the messages and the steps the customers were required to describe made it difficult for the agents to understand the main problem and delayed the first response time and the first solution time.
This created operational pressure with the increase in the number of queries, and the restrictions of the manual-first approach were a challenge, and the support team could not provide the same level of service.
AI-Powered Query Interpretation & Priority Detection
The NLP-based classification system was integrated with Salesforce Service Cloud to analyze the incoming messages in an automatic manner. The AI models implemented were able to identify the customer’s intent, sentiment, and urgency later and standardized the way of ticket sorting and decision-making.
Automated Ticket Creation Through Salesforce Integration
Our Service Cloud experts created a custom automation pipeline based on Salesforce APIs, Apex, and Node.js. Now with the integrated Salesforce product, the incoming queries were changed into structured Salesforce cases with AI-generated ticket tags, etc., to keep the customer’s tickets sorted.
Dynamic Case Routing Utilizing AI-Assisted Logic
The Salesforce Flows were implemented using the assistance of AI-based suggestions to deploy adaptive routing workflows. On the basis of the complexity of the issues, product segments identified, and the level of customer, the case assignment was conducted. The routing logic was able to be improved as time passed through continuous learning, as more data passed through the system.
AI-Generated Case Summaries for Rapid Agent Understanding
An engine in the form of an LLM-based agent was deployed to summarize customer messages into brief and actionable summaries. This enabled agents to find only important information instead of having to read out whole conversations, which lowers the cognitive load and enhances response efficiency.
The client is a technology support company that provides multi-channel services to users of enterprise software. Their staff handles the incoming inquiries, which are continuous and regarding the product configuration, troubleshooting, integration, and escalation queries. They were seeking an automated, intelligent, and scalable system to support the growing number of queries.
The automation has made our operations more efficient and made our customer support more accurate. Internal processes have become much quicker, more predictable, and more manageable for us now.
The solution optimized the customer support operations of the client by using AI in ticket sorting, automation of cases, and case routing in Salesforce CRM. The workload on hands was minimized, response was increased, and the support office was provided with a scalable system to handle the increasing customer demands more effectively.
Get in touch to discover tailored strategies that move your business forward.
Get in touch with our certified consultants and experts to explore innovative solutions and services. We’ve empowered companies across various domains to transform their business capabilities and achieve their strategic goals.
