Industrial Use Cases

Challenge

Whether you're an SME scaling your first customer support team or a global enterprise managing thousands of daily inquiries, manual case handling slows down operations and increases costs. Agents spend valuable time answering repetitive questions instead of solving complex issues.

Solution

We implemented Salesforce Agentforce to create an AI-powered contact center that integrates directly with your CRM data and Knowledge Articles.

The system

• Understands and responds to customer inquiries automatically
• Retrieves accurate, context-aware answers from internal data
• Routes complex cases to human agents with full case history

Impact

• 30-50% reduction in manual workload
• Faster response times and improved first-contact resolution
• Lower operating costs with scalable automation
• Consistent customer experience across chat, email, and web channels

Why It Works

Built on Salesforce Service Cloud, Data Cloud and Agentforce, the solution leverages what your business already has - your data, processes, and knowledge (CRM, Snowflake, even Excel and PDF) - to deliver immediate, trusted automation for both SMEs and large enterprises.

Challenge

Retailers and online sellers, from growing D2C brands to global chains, manage thousands of daily inquiries on order tracking, returns, and promotions. Traditional customer service models can't scale without adding headcount.

Solution

Using Salesforce Agentforce, we implemented an AI-driven customer support assistant connected to CRM order data and product information.

The system

• Instantly answers "Where is my order?" or "How do I return this item?" questions
• Escalates delivery or payment exceptions to agents with context summaries
• Continuously learns from resolved cases to improve accuracy

Impact

• Up to 50% of enquiries auto-resolved without human intervention
• Faster response times and higher customer satisfaction
• Reduced contact center costs with scalable automation

Why It Works

Built entirely on Salesforce Service Cloud, this solution leverages your existing eCommerce CRM and knowledge data - delivering enterprise-grade automation accessible even to SMEs ready to modernize customer service.