Established in 1999, this organization is a trusted e-commerce provider specializing in discounted software, computer hardware, and consumer electronics. With a strong commitment to fairness and trust, it also offers services such as government fulfillment, business development, and customer support. Recognized in the Microsoft Partner Network and participating in the Cloud Solution Provider Program, the company provides customers with direct access to Microsoft Open Licensing and Open Volume programs.
While serving millions of customers, the organization faced challenges in managing the high volume of inquiries. The company’s website included an online chat tool to connect customers with live agents, but the chatbot lacked the capability to effectively address customer queries, despite the availability of a comprehensive knowledge base with articles covering common FAQs. Unable to utilize these resources, the chatbot relied entirely on live agents, causing delays in customer service. Customers depended on agents to obtain answers, check case statuses, update or add comments to cases, and handle contact-related queries, which resulted in inefficiencies and longer resolution times.
Seeking to enhance its chatbot and transform the customer support experience, the organization partnered with Brillio. With extensive expertise in Salesforce and advanced capabilities in data and AI, Brillio emerged as the ideal choice for addressing these challenges.
AgentForce, a cutting-edge Salesforce feature, was leveraged by Brillio to enhance customer service capabilities. AI-driven agents, offered by AgentForce, were designed to perform actions such as answering FAQs using knowledge articles, updating cases and contact details, and providing case status updates. These agents were seamlessly integrated into the client’s website, replacing the previous chat system and streamlining customer interactions.
As one of the few Salesforce partners with expertise in AgentForce, Brillio’s solution included multiple prompt templates and actions to address inquiries effectively, leveraging knowledge articles and retrieving additional information as needed.
Comprehensive testing was conducted by Brillio’s team and the client to ensure all functionalities were implemented, bugs were resolved, and detailed documentation was recorded for every change. A structured migration process was followed to validate the solution in a secondary sandbox before its successful deployment to the production environment.
The deployment process was designed to be straightforward, requiring minimal time and little to no customization, ensuring a seamless implementation.
Before implementing AgentForce, live agents were solely responsible for managing all customer inquiries, even when knowledge articles were available. This reliance on live agents led to inefficiencies and longer wait times. With the introduction of AgentForce, the system efficiently handled FAQs and routine queries, allowing live agents to focus on critical and complex tasks.
This shift significantly improved operational efficiency and enhanced the customer experience by reducing response times. These AI agents handle FAQs, update cases, manage contact details, and provide real-time case status updates, transforming the client’s customer support journey. The tailored AI agent, capable of leveraging knowledge articles and retrieving additional information from Microsoft and the client’s website, has resulted in a robust, efficient solution that elevated the client’s customer service capabilities.
