A Tech Company Transforms their Customer Support Operations by Implementing an Agentforce Service Agent

The Challenges

Our client in the Tech industry, a leading provider of software development tools, recently launched a new product line. With this expansion, they faced a surge of customer inquiries from users unfamiliar with the new offering.

Although their existing support teams were well-trained to handle inquiries across multiple product lines, the introduction of a new product line added complexity, making it difficult to manage the surge in queries while still addressing routine customer questions efficiently.

To ensure a smooth and seamless customer experience, they needed a scalable solution that could:

• Enable customers to quickly find answers without relying on human agents.
• Leverage their existing knowledge base to provide accurate and relevant responses.
• Route more complex inquiries to the appropriate support team without delays.
• Integrate seamlessly with their Salesforce Service Cloud environment.

The Solution: Agentforce Service Agent

To address these challenges, our team implemented an Agentforce Service Agent within their Service Cloud ecosystem. The Service Agent is designed to enhance self-service capabilities, ensuring customers can get immediate assistance. Key components of the solution included:

Agentforce Service Agent: An Agentforce Service Agent was integrated into our client’s support pages, allowing customers to access it directly from their website.

Knowledge Base Utilization: The Service Agent leverages public knowledge articles to answer common inquiries related to the new product line, ensuring accurate and up-to-date responses.

User Authentication & Personalization: Before chatting with the customer, the Service Agent invokes a Flow to authenticate the customer’s identity using Salesforce records — retrieving relevant demographic and entitlement data.

Seamless Handoff: If the Service Agent can’t resolve an inquiry, it seamlessly hands off the chat to a human service agent in the same chat window.

Skill-based Routing: We implemented skill-based routing, which allows questions related to different product lines to be routed to the best human agent who can answer the question or solve the problem. 

Einstein Conversation Catch-Up: With Einstein Conversation Catch-Up, human service agents receive a real-time AI-generated summary of the conversation when they accept a transferred voice call or messaging session from another human service agent or AI agent.

Customer Impact

With the implementation of Agentforce, our client significantly improved the efficiency of their customer support operations and transformed the customer experience after the addition of a new product line. Key benefits of the solution included:

Faster Case Resolutions: Customers received immediate answers to common questions through self-service, reducing wait times and improving customer satisfaction.

Optimized Agent Workload: Support engineers were able to focus on complex cases rather than handling routine inquiries, leading to more efficient case management.

Seamless Escalations: The Service Agent ensured that unresolved issues were escalated appropriately, leveraging skill-based routing to connect customers with the right human expert.

Actionable Insights: Salesforce dashboards provided valuable analytics on Service Agent interactions, customer inquiries, and support case trends, helping the company continuously refine their support strategy.

By deploying Agentforce, our client successfully enhanced their support operations while delivering an exceptional customer experience. The solution not only improved the productivity of service teams, but also positioned the company for scalable growth.

As a next step, the company plans to expand the use of Agentforce across additional product lines, further optimizing their customer support services and solidifying their commitment to innovation in customer care.

At Kelley Austin, we’re excited to help companies across industries transform their customer support operations with Service Cloud, Einstein, and Agentforce — empowering them to work smarter, scale faster, and exceed customer expectations.