Implementing Salesforce Agentforce for Armakuni

• High Volume of Customer Inquiries: Customers had to rely on traditional communication channels, causing delays in responses and inefficiencies.
• Lack of Automated Support for Technical Queries: Technical support queries required manual intervention, leading to increased resolution time.
• Absence of Intelligent Case Routing: No system to intelligently route customer issues to the right team, leading to inefficiencies in issue resolution.
• No Automated Follow-ups & Proactive Engagement: Customers did not receive proactive updates or follow-ups, impacting engagement and satisfaction levels.
• Limited Insights into Support Metrics: Lack of real-time insights into customer support metrics affected decision-making and service improvements.

• Integrated Agentforce chatbot to handle FAQs and technical queries, reducing manual workload.
• Provided instant responses to common support inquiries related to cloud solutions and services.

Automated Technical Query Resolution & Knowledge Base Integration:

• Developed an AI-powered knowledge base that enables self-service resolution for frequent technical queries.
• Reduced dependency on manual support by surfacing relevant documentation and solutions.

Intelligent Case Routing & Escalation Management:

• Implemented an intelligent ticketing system within Agentforce that assigns cases to the right teams based on query type and complexity.
• Ensured seamless case escalation for unresolved issues with full context preservation.

Proactive Customer Engagement & Follow-ups:

• Automated follow-ups for ongoing cases to keep customers informed about resolution progress.
• Sent proactive notifications and recommendations based on customer interactions.

Real-Time Analytics & Performance Insights:

• Integrated dashboards and reports to track key performance indicators (KPIs) such as response time, resolution rates, and customer satisfaction.
• Provided actionable insights for continuous service improvements.

• Faster response times and intelligent support solutions enhanced customer experience.

Reduced Resolution Time for Technical Queries:

• AI-powered knowledge base and chatbot-assisted query resolution minimized manual intervention.

Optimized Support Operations:

• Automated ticketing and intelligent case routing streamlined customer service workflows.

Enhanced Customer Engagement:

• Proactive follow-ups and automated notifications led to improved customer retention.

Data-Driven Decision Making:

• Real-time analytics empowered Armakuni to optimize service delivery and continuously improve support strategies.