For this logistics company, a chatbot success sparked exploration of Generative AI, NeuraFlash’s AI readiness assessment sets them on the right path.
This global logistics company has begun their journey to creating an efficient and highly innovative contact center for the future, leveraging the power of Salesforce and AI.
In 2021, a leader in the truck rental industry compnay, entered into a partnership with NeuraFlash, recognizing the value that Salesforce and NeuraFlash brought to their business through the use of a chatbot. This was their first taste of automation, and it motivated them to explore further opportunities. With NeuraFlash's expertise in the emergence of generative AI within the Salesforce ecosystem, this logistics company aimed to enhance their contact center significantly. They then selected NeuraFlash to revolutionize their services and elevate their contact center operations.
This companies curiosity in AI peaked, leading them to contact NeuraFlash to participate in the AI Readiness Assessment. In this engagement, NeuraFlash's AI experts conducted a comprehensive examination of their contact center processes, from customer and agent impact to the integration of various technologies in their tech stack, including the Salesforce instance. This deep analysis revealed critical process and technology gaps, offering invaluable insights for enhancing services, bolstering their financial standing, and preparing the groundwork for AI integration and further automation.
NeuraFlash’s AI Expert: laid out a precise roadmap for achieving greater automation
- Addressing Technical Debt: Agents and administrative staff both wrestle with daily demands from over 10 different systems. Clearing this technical debt is vital harness AI capabilities.
- Enhancing Customer Experiences: Improving the agent experience translates to enhancing the customer experience. This involves streamlining agent processes, tools, and access to information while expanding the range of available customer contact channels.
- Boosting Self-Service Capabilities: Spotting self-service opportunities prior to generative AI implementation builds customer trust, improves contact center efficiency, reduces agent handling times, focuses on complex cases, cuts support costs, and sets the stage for more effective AI utilization.
Looking into the future, NeuraFlash, Salesforce, and generative AI will facilitate this companies shift away from labor-intensive, perplexing, and erratic manual processes, which currently bear inefficiencies, knowledge gaps, and significant potential for human error. This transformation will be enabled by:
- minimizing the number of systems and consolidating information
- Enhancing the approval process
- building consistent processes
This remains valid as automation seamlessly continues its integration into their operations, initially through chatbots and, in the near future, with the introduction of generative AI. Case summaries, in particular, will be a game-changer, saving valuable hours, improving service quality, and creating a repository of historical information for their agents.This innovative approach not only expedites the case conclusion process, saving valuable agent time, but will enable this transportation to promptly and effectively engage with customers through accurate summaries, enhancing their service without overburdening their already busy agents.
This ongoing effort is laying the groundwork and preparing this contact center for the adoption of AI. The plan unfolds in three phases, with the ultimate goal of effectively utilizing AI within reach. At NeuraFlash, we recognize the paramount significance of not merely employing AI but harnessing its capabilities to bring about positive transformations in businesses.
The transportation and logistics company looks forward to a promising future with a strong, innovative, AI-augmented contact center, supported by Salesforce and guided by NeuraFlash's expertise in staying up-to-date with product advancements.