Situation
Our client is a global talent development firm that partners with universities to recruit and train recent graduates in high-demand tech skills. These graduates are then placed on IT projects with corporate and government clients on a contract basis.
HR team’s case volume plummeted and efficiency increased with Agentforce AI.
To support its growing workforce, the company uses a Salesforce Community Cloud portal where employees can submit HR-related questions, such as benefits, company policies, and paid time off.
The HR team manually handles a high volume of these repetitive cases referencing internal documentation to craft responses. The process is time-consuming, labor-intensive, and must meet strict SLAs.
Action
Our client was using Salesforce and sought an AI solution that would improve efficiency for its HR team. We conducted a product analysis, across 15 different parameters (e.g., reasoning, hallucination, security, cost) for comparison.
Based on our evaluation, Agentforce was selected for the unified portal. The AI agent accesses a knowledge base to answer questions on policies, timesheets, benefits, and more. It’s scalable and integrates with external systems to retrieve additional information, meeting broader requirements.
If the AI agent can’t resolve a query or if the topic is personal or sensitive, it automatically escalates the case to HR. It also creates and routes cases when users request human assistance.
With routine questions now handled by AI, the HR team can focus on complex issues that require their expertise and support.
In the next phase, the AI agent will gain the ability to transfer cases to live agents and integrate with the Workday platform.
Results
- Significantly reduced HR case volume by deflecting repetitive queries through AI-powered knowledge responses.
- Enhanced employee experience on the community portal with instant, accurate answers available 24/7.
- Increased HR team efficiency, allowing the HR team to focus on complex, high-value employee needs.
The scalable AI agent is retrieves additional information from external systems.
Employees receive instant, accurate answers from the HR community portal 24/7.
HR case volume dropped significantly with AI-powered responses.
The scalable AI agent is retrieves additional information from external systems.
Employees receive instant, accurate answers from the HR community portal 24/7.
HR case volume dropped significantly with AI-powered responses.
The scalable AI agent is retrieves additional information from external systems.
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95%
Reduction in case handling times (5 minutes to 10 seconds) -
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60%
Less time to close on website cases (5 days to 2 days) -
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70%
Less time to close on email cases (7 days to 2 days)