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Streamlined Customer Support with AI-powered Salesforce Service Cloud Implementation
We delivered a support system with Salesforce Service Cloud implementation and NLP capabilities provided by OpenAI and custom logic to automate customer support.
Customer
Telecom Service Provider
Country / Region
Philippines
Industry
Telecommunication
Highlights
AI-based Ticket Classification
Intelligent Case Routing
Multilingual Ticket Handling
SLA Compliance Automation
Client Requirements
AI-based Ticket Categorization
There was inconsistency and delays in the manual tagging of service requests. The client required a fully automated system of categorizing tickets that would be able to read and segregate service requests based on tone, topic and urgency in real-time without the involvement of an agent.
Routing to Correct Agent/Department
Tickets used to go to the wrong department, and this caused tedious back-and-forth communication. To solve this, the client insisted on coming up with intelligent routing logic, which would ensure the case was assigned to the relevant team. Also, where there was a threat of SLAs being broken, the inbuilt escalation processes were supposed to move it to the top of the stack in order to be attended to at the priority level.
Multilingual Support
The client stressed out about the necessity to have multilingual support because the customer base in question spoke numerous languages in various locations. It was necessary that the tickets be deciphered by different languages and properly categorized by the type of message and transferred to linguistically versed agents or robots, which could properly address it.
Challenges
Inefficient Social Media Ticketing
Support tickets that were submitted through Facebook, Twitter, and Instagram were either ignored or manually imported into the CRM upon delays. There was no automated tool to listen to social discussions and create cases, which ultimately was affecting brand reputation and customer satisfaction.
Breached SLAs and Slow Support Responses
There was no dynamic SLA tracking, nor an alert mechanism, meaning that the support teams did not usually know about high-priority cases. Responses took a much more needed time, and escalations were not always raised. This impacted the departmental KPIs such as customer experience, quality of support, and efficiency of operations.
Misrouted Tickets Affecting Productivity
Because of improper tagging and classification at the point of entry, service requests were quite often placed in the wrong queues. This caused delays within the organization, extra circles in communication, and an excessive load on the agents because of the superfluous reassignments of the tickets.
Manual Sorting of Tickets
Before it was manual reviewing, assigning, and categorization of customer service tickets. The designated agents were wasting their time and moreover, it resulted in inconsistency, mistakes, duplication, and delays with the slow resolution process and reduced productivity.
Solutions
NLP and OpenAI-powered Classification
Implementation of AI: This was done through an intelligent AI-driven classification layer that used natural language processing (NLP) of OpenAI, built into Salesforce Service Cloud. The type of this layer was an automatic sorting of service tickets by sentiment analysis, language detection, topic of interest, and intent parsing. There was also a big reduction in manual classification of cases, as they were now auto tagged and metadata was added to them to improve reporting and routing.
Smart Routing, Escalation Framework Configured
A dynamic case routing engine was created by using Salesforce Flows and custom Apex triggers. Cases were assigned to the appropriate department or to the appropriate group of agents based on configured logic, which might include issue type, customer tier, ticket language and urgency level. Escalation rules were built in to the effect that SLA thresholds would initiate automatic alerts as well as reassign to senior staff, ensuring service integrity across channels.
Multilingual Support Mechanism
NLP translation APIs and contextual language detection models were also used where a multilingual processing engine was incorporated. It was made in such a manner that tickets that were in local languages could be automatically translated and processed. Articles in the Salesforce Knowledge Base were also localized, which enabled them to customize the auto-replies and support content depending on what language the customer prefers.
Automated Alerts with Real-time SLA Tracking
The in-built SLA tracking capabilities provided as part of Salesforce Service Cloud were augmented with custom components to provide the real-time view of open cases, escalations and priority issues. Graphical dashboards and automated alerts were also deployed to support the supervisors to watch over the SLA compliance and bottlenecks and work accordingly to correct the situation before the breach of service levels.
Are you still facing struggles with managing your customer service requests? Connect with Melonleaf to get your customer support system created with built-in AI.
Technical Stack
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COMPANY
Our client is a rapidly expanding telecom service firm in the Philippines that helps in connecting millions of people in urban and rural areas with reliable mobile, broadband, and digital communication services.
We were in need of the customer support system backed by AI, and Melonleaf was able to provide it through experienced solution experts. Their expertise in Salesforce and automation made it impossible to think of what we have accomplished after a year.
Conclusion
The collaboration between Melonleaf Consulting and the telecom provider was a move in a new direction with regard to smarter and expandable customer service. Through the integration of Salesforce Service Cloud with the NLP features of OpenAI and the way that it blends with custom business logic, a very adaptable solution was designed, one that could change with increased customer needs and online complexity. Manual efforts were dropped to a significant extent, and the efficiency of operations was enhanced at all the levels of service.
The solution satisfied the short-term requirements and helps develop it as the basis of automation and AI enhancements on the secondary level. Improved visibility of the ticket lifecycle, proactive SLA tracking, and multilingual transcription have resulted in the ability of the telecom provider to offer a consistent, seamless, and timely experience to customers using all possible digital channels.
Benefits
- 55% faster resolution times
- 60% fewer misrouted tickets
- 70% improved SLA compliance
- Multilingual support enabled
