Implementing Salesforce Agentforce for TASC Outsourcing

• High Volume of Customer Queries: Customers had to manually navigate the website for FAQs and information, leading to inefficiencies and increased support workload.
• Inefficient Job Matching & Candidate Recommendations: Job seekers struggled to find relevant opportunities based on their profiles. Employers faced challenges in receiving the most suitable candidate recommendations.
• Slow Response Time for Pre-Sales and Support Queries: Queries regarding job openings, hiring processes, and onboarding were manually handled, causing delays.
• Lack of Automated Case Escalation: Complex customer queries required manual intervention, leading to longer resolution times.
• Absence of Automated Follow-ups & Engagement: Lack of personalized follow-ups resulted in decreased engagement for both employers and job seekers.

• Implemented Agentforce chatbot to handle FAQs, reducing the need for manual customer service interactions.
• Provided instant responses to inquiries related to job applications, payroll, and HR policies.

Automated Job Matching & Candidate Recommendations:

• Integrated Agentforce driven job matching to recommend relevant job opportunities based on candidate profiles.
• Enabled employers to receive tailored candidate suggestions, improving hiring efficiency.

Pre-Sales & Support Assistance Automation:

• Developed a chatbot-driven system to answer common pre-sales and support queries regarding recruitment, contracts, and benefits.

Seamless Case Escalation to Human Agents:

• Implemented an automated escalation system within Agentforce, ensuring seamless handover to human agents for complex queries.
• Context preservation allowed agents to address customer concerns without requiring repeated information.

Personalized Follow-ups & Engagement:

• Automated follow-ups for job applications, employer inquiries, and interview scheduling.
• Enhanced engagement with proactive notifications and reminders.

• Faster response times and AI-driven support improved customer satisfaction.

Increased Job Match Success Rate:

• Automated job recommendations led to a higher percentage of successful placements.

Optimized Support Operations:

• Reduced manual workload on customer service teams, allowing them to focus on complex cases.

Improved Employer & Candidate Engagement:

• Automated follow-ups and targeted recommendations enhanced interactions between job seekers and employers.

Faster Query Resolution:

• Automated chatbot reduced resolution time for common queries, streamlining workforce management processes.

By implementing Salesforce Agentforce, Techila Global Services successfully optimized TASC Outsourcing’s workforce solutions, improving efficiency and engagement for both job seekers and employers.