Agentforce Transforms & Modernizes Processes

The education institute was using a pre-configured chatbot that unable to provide real time responses for student queries. This resulted in lot of student inquiries coming to service agent thus consuming their bandwidth.

Business Challenges

No centralized repository of standard responses
Service agents manually evaluate and categorize the incoming tickets
Manual processes and fragmented communication channels resulted in slow responses
Over 60% of inquiries were statusrelated questions, taking up valuable staff time

Solutions Implemented

Configured AI Agent (Agentforce) for individual programs that help respond to student queries in real time on their application status

Query resolution

Configured AI Agent to respond to student’s inquiry in real time by identifying the query context and sharing right set of knowledge articles. Various prompts were configured which helped AI agent to identify any existing case with similar context and generates the accurate response

Data Evaluation

Configured AI Agent to identify the data of the applicant and corresponding master data. This helped AI agent to respond accurately based on the scheduled due dates for scholarship submission, fee payment etc.

Case Creation

Configured AI agent for automatic case creation through chat conversations if their query is not resolved through knowledge articles shared by AI agent

Business Benefits

~40-50%
reduction in cases coming from applicants

$200K
of TCO optimization through AI automations

The snack manufacturer was using combination of system + manual process for dealer and distributor onboarding. This led to back-end team bandwidth consumption due to repetitive queries from dealers/distributors

Business Challenges

• New distributor applications were handled via email and paper-based submissions, leading to inefficiencies
• Dealers had no real-time visibility into their application status, documentation requirements, or next steps
• The sales and operations team had to manually verify documents, check eligibility, and communicate approval decisions
• Repetitive enquiries across every employment cycle

Solution Implemented

• Configured AI gent (Agentforce) for dealers and distributors on the dealer portal to share relevant knowledge articles related to onboarding or other queries
• Configured AI Agent to respond to dealer/distributor inquiry in real time by identifying the query context and sharing right set of knowledge articles
• Configured AI Agent with automated responses for common queries such as eligibility criteria, required documents, and approval timelines
• Enabled automated approval workflows for faster processing based on eligibility criteria
• Integrated AI Agent with Consumer Goods Cloud, Experience Cloud for creating onboarding records and provide real time status update

Business Benefits

~60%
reduction in dealer onboarding time

40%
reduction in queries from dealers/ distributors

30%
improvement in dealer satisfaction leading to brand recognition