A Modern Contact Center with Salesforce drives Increased Customer Satisfaction and Deflection
Florida Prepaid helps families across Florida prepare for and pay for college, handling large call volumes that spike throughout the year. Wanting to set the precedent for exceptional service and remain technology forward-thinking while reducing contact center costs through increased efficiency, Florida Prepaid partnered with Salesforce and NeuraFlash to leverage the latest technologies to better achieve these goals.
Building the Foundation: Amazon Connect and Service Cloud Voice
In early 2024, Florida Prepaid underwent a large-scale contact center migration, moving to Amazon Connect and Service Cloud Voice. This solution has helped handle demand peaks and enabled greater scalability in the contact center.
Salesforce Service Cloud Voice, alongside Amazon Connect, introduced new capabilities like real-time transcription, intent-based routing, and a single unified customer view for human Agents. This helped reduce the average handle time by 30%, creating the foundation for Agentforce projects that will further optimize the Florida Prepaid contact center.
Expanding Self-Service with Three Agentforce Agents
Florida Prepaid leverages Agentforce across multiple portals to modernize service, improve deflection, and support revenue growth.
Building on the strong foundation of Service Cloud Voice and Amazon Connect, NeuraFlash worked alongside Florida Prepaid to build three Agentforce Agents on the chat channel, each tailored to a specific portal. These Agents use targeted knowledge articles to guide users, providing 24/7 conversational service, reducing escalations to human agents, and saving time and money.
Customers can now easily submit cases and view paymentand balance information through guided conversational experiences. Agentforce quickly resolves common issues, reducing effort for both customers and agents. This ultimately allowed the elevation and repositioning of live agents, resulting in 50% fewer being assigned to chat, and cut customer service wait times by 40%.
Taking AI to Voice with Agentforce Voice
After finding great success across the chat channel, Florida Prepaid wanted to ensure this level of service was available to customers on multiple channels – bringing it to voice. With the introduction of Agentforce Voice, customers can access support on their preferred channel, while Agentforce Voice is able to conversationally answer customers' questions while routing more complex conversations to representatives, so teams can spend more time helping families make the best decision for their situation, creating another 24/7 information channel for customers and supporting increased customer satisfaction.
Florida Prepaid continues to optimize and expand Agentforce across each portal and voice channel, setting a new standard for modernized, AI-powered customer service in the education sector.
