About the client
Our client is a leading North American organization serving a large member base through a range of programs, services, and resources. As its IT support requirements evolved, the organization looked for ways to reduce manual case handling, improve resolution times, and make better use of knowledge from previously resolved cases.
The organization also wanted to improve how it handled IT inquiries submitted through its website. The goal was to introduce AI-powered support that could resolve straightforward requests quickly while ensuring more complex issues were seamlessly routed to the IT team.
Client challenges
The client’s IT team relied heavily on manual processes to review incoming cases, identify similar issues from the past, and determine the appropriate resolution. Many cases were repetitive and required quick turnaround, but finding and applying relevant historical resolutions still required significant IT team involvement.
For website inquiries, the organization relied on a third-party tool for its Contact Us functionality. While the tool enabled users to submit inquiries, it added licensing costs and did not provide AI-powered self-service or automated resolution capabilities.
Several challenges became apparent:
- Manual IT case resolution required teams to review cases and determine appropriate solutions, even when similar cases had already been resolved.
- Repetitive IT cases increased the amount of time teams spent on research and routine resolution activities.
- Historical case knowledge was not readily available as actionable recommendations for new cases.
- Website users had limited self-service options for resolving straightforward IT inquiries.
- The existing third-party Contact Us tool added licensing costs without providing AI capabilities.
- Manual processes made it more difficult to consistently meet agreed response and resolution SLAs.
The organization needed an approach that could bring AI into both internal IT case resolution and external inquiries, while keeping human expertise at the center of cases that required additional review.
Solution
LevelShift implemented two AI-powered support experiences using Salesforce: a Copilot Agent for IT Cases for internal IT teams and an AI Agent for Contact Us Cases using the IW website.
The solutions use historical IT cases and their resolutions to help identify relevant answers for new requests. This allows AI to handle repetitive analysis and straightforward inquiries while giving IT teams the ability to review recommendations and take over cases that require human expertise.
Pillar 1: Copilot Agent for IT Cases
The Copilot Agent for IT Cases helps internal IT teams resolve cases faster by using knowledge from previously resolved cases.
Case resolution recommendations
The Copilot Agent reviews past IT cases and their resolutions to identify the most relevant solution for a new open case. Instead of manually searching through previous cases, IT teams receive a recommendation based on the context of the current issue.
Reduced manual effort
By automating the initial review and recommendation process, the Copilot Agent reduces the time IT teams spend researching repetitive issues and allows them to focus on resolution.
Human-led decision making
The Copilot Agent supports the IT team rather than replacing it. Teams can review the recommended resolution, validate the response, and determine the appropriate action before closing the case.
Pillar 2: AI Agent for IT Cases
The AI Agent for Contact US extends AI-powered support to inquiries submitted using the Contact Us form on the IW website.
AI-powered self-service
The AI Agent reviews user questions and uses historical case resolutions to provide real-time the most relevant response to the user. This gives users an opportunity to receive support without requiring an IW team member to manually review every inquiry. If AI agent is unable to provide the response, then agent creates a new case and assigns it to the required case queue for the IW team to review and respond.
Automated resolution
When the AI Agent can identify an appropriate resolution, it provides the relevant response directly to the user. This reduces unnecessary case creation and helps accelerate the overall support experience. If AI agent is unable to provide the response, then agent creates a new case and assigns it to the required case queue for the IW team to review and respond.
Intelligent escalation
When the AI Agent cannot provide an appropriate resolution, it creates a new Salesforce case and assigns it to the required case queue. The IW team can then review and resolve the issue through the existing Salesforce process.
Pillar 3: Salesforce Data and Service Foundation
The AI experiences are supported by Salesforce Service Cloud and Data Cloud, providing the foundation for case management and access to relevant historical information.
Salesforce Service Cloud
Salesforce Service Cloud provides the case management foundation for internal IT cases and inquiries submitted through the website, supporting case creation, routing, review, and resolution.
Data Cloud
Data Cloud helps make relevant historical case information available to support AI-powered recommendations and responses.
Connected AI support
Together, the Copilot Agent for IT Cases, AI Agent for IW Cases, Salesforce Service Cloud, and Data Cloud create a connected support model that brings AI-powered recommendations and self-service into the organization’s existing IT processes.
Benefits
The implementation helped the organization reduce manual effort, accelerate IT case resolution, and introduce AI-powered self-service while maintaining human oversight.
- ~40% reduction in IT case resolution time with the Copilot Agent for IT Cases.
- ~20% reduction in time to resolve cases handled through the AI Agent for IW Cases.
- ~30% improvement in adherence to agreed IT response SLAs for internal IT cases.
- ~15% increase in adherence to agreed SLAs for website-originated cases.
- AI-powered recommendations based on historical IT cases and their resolutions.
- Self-service capabilities for users submitting IT inquiries through the website.
- Automated creation and routing of Salesforce cases when AI cannot resolve an inquiry.
- Reduced manual effort for repetitive IT case review and resolution.
- Better use of historical case knowledge across internal IT support and website inquiries.
A scalable foundation for expanding AI-powered IT support across additional use cases.