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Customer Experience

AI-Assisted Service Cloud: Deflecting Cases and Speeding Up Support Resolution

The Challenge

A high-growth company's support team was buried under rising ticket volume. Agents handled repetitive questions manually, knowledge was scattered across tools, and customers waited too long for answers across email, chat, and phone. Leadership lacked a unified view of case drivers, making it hard to staff effectively or improve CSAT.

Solutions

Solutions

  • Consolidated all support channels into Salesforce Service Cloud with omni-channel routing
  • Deployed an AI chatbot and self-service portal to deflect common, repetitive questions
  • Added AI-assisted reply recommendations and case summarization for agents
  • Built a structured, searchable knowledge base surfaced in-context to agents and customers
  • Created real-time dashboards for case drivers, SLA, and CSAT
Results

Results

  • 35% of incoming cases deflected through self-service and the AI chatbot
  • Reduced average handle time with AI-assisted replies and summaries
  • Faster first-response and resolution across all channels
  • Higher CSAT and clearer visibility into recurring case drivers