Situation
Our client is a global multi-billion-dollar market research leader that measures TV and radio audiences using metering devices in households. These devices track viewing habits that influence programming and ad rates.
The new platform empowers call center agents with intelligent tools and faster case resolution.
Call center agents handle nearly 800k cases yearly from over 700k participants worldwide. They search multiple systems for answers, then toggle between platforms to retrieve transcripts and recordings to create reports in Salesforce. These manual steps are time-consuming and error prone. The addition of AI to the processes will streamline operations, improve accuracy, and free up agents to focus on higher value tasks.
Action
We implemented Salesforce Service Cloud across departments, establishing a foundation for enhancements. Our solution integrated Salesforce Einstein AI and Service Cloud to streamline operations and deliver intelligent, data-driven support.
We enhanced efficiency by deploying Service Console and Service Cloud Voice (SCV). Service Console gives agents a unified, customizable workspace to manage cases, access customer data, and engage across multiple channels. SCV integrates telephony directly into Service Cloud, delivering a seamless voice experience.
To further boost productivity, Einstein AI streamlines case resolution and delivers actionable insights. Routine tasks such as post-call summaries are now automated, allowing agents to focus on higher-value interactions. Call templates are easy to edit, providing flexibility to adapt to changing needs.
The platform has transformed the call center into a responsive, data-driven service environment by empowering agents with intelligent tools and faster case resolution.
Looking ahead, we plan to expand AI capabilities into areas like appointment scheduling and incentive calculations, while leveraging Agentforce and Data Cloud.
Results
- Real-time actionable insights for call center agents on customer issues
- Reduced average call handling time and audit compliance due to autogenerated call summary using AI
- AI-generated pre-call resolution makes it easier for new call center agents to complete their tasks
Salesforce streamlined operations, delivering intelligent, data-driven support.
Call center agents have a unified workspace to access data and manage cases.
Post-call summaries are automated, allowing agents to focus on higher-value tasks.
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400+
Call center agents -
-
800K
Yearly inbound and outbound calls -
-
65%
Reduction in Average Handling Times (AHT)