Case Study
Service Agent: Elevating Customer Experiences & Operational EfficiencyOverview
A large e-commerce company faced challenges with high call volumes and inconsistent customer service resolutions. Tattvavid Technologies deployed a Salesforce Service Agent to empower their support teams and enhance customer satisfaction.
The Challenge
Service agents spent excessive time searching for solutions, leading to longer resolution times and agent burnout. Customers often experienced varied service quality.
Our Agentforce Solution!
Next-Best-Action Guidance
The Service Agent provides real-time, context-aware suggestions to agents during customer interactions, including relevant knowledge articles, troubleshooting steps, and cross-sell opportunities.
Automated Case Routing & Prioritization
AI intelligently routes incoming cases to the most qualified agent and prioritizes urgent issues based on sentiment analysis and historical data.
Predictive Customer Needs
The agent anticipates common customer queries and proactively surfaces relevant information to both agents and self-service portals.
The Impact
20%
decrease in average handle time (AHT).
10%
improvement in First Contact Resolution (FCR) rate.
Significant boost in customer satisfaction (CSAT) scores.