About the client
The client is a leading software and risk management solution provider for the agricultural supply chain. It serves the dairy, crops, animal protein, and agribusiness sectors and helps businesses improve efficiency, sustainability, and strategic operations. Its solutions include crop insurance, commodity brokerage, and advanced technology.
Client challenges
The client faced challenges in responding to customer queries, primarily due to the complexity and breadth of their product offerings. The scope of its diverse and intricate product demanded high expertise to address customer concerns accurately.
As the customer base grew, so did the volume of support queries and cases, increasing pressure on their support teams. Without a streamlined system or adequate resources, resolving these queries became time-consuming and often led to delays. This not only impacted customer satisfaction but also strained internal operations.
Solution
LevelShift is a preferred Agentforce implementation partner that provides clients with an AI-powered employee support agent to address their customer support challenges. Our Agentforce solution achieved the following:
- Faster case resolution: The AI-powered agent is integrated with the client’s existing systems, tapping into a vast repository of historical data such as past cases, email communications, and help articles hosted on the Data Cloud. By instantly retrieving and presenting the most relevant information, the AI agent enabled support teams to address customer queries quickly.
- Enhanced employee knowledge support: We created a centralized, easily accessible repository of the most effective solutions and related help articles. This enabled the clients’ support teams to quickly find accurate and consistent information, enhancing their ability to address complex customer queries confidently. The AI agent acted as a knowledge partner, ensuring employees had the right resources.
- Automated case analysis: The employee support agent analyzed past customer interactions and case histories to provide intelligent recommendations for resolving similar cases. This automation reduced the manual effort required to review and study cases, allowing support teams to deliver high-quality service.
Benefits
The AI-driven employee support agent revolutionized how the client handled case resolution and email queries, resulting in the following:
- 35% reduction in case resolution time, leading to quicker issue resolution and improved customer satisfaction.
- 30% boost in the efficiency of customer query responses, allowing for swifter and more effective interactions.
- 40% enhancement in case management accuracy, minimizing errors and elevating service quality.