Global Communications and Social Media Company Boosts Self-Service with Agentforce Service Agent, Achieving 80% Case Deflection
Global Communications and Social Media Company Boosts Self-Service with Agentforce Service Agent, Achieving 80% Case Deflection
This company began its journey with NeuraFlash in 2022, transforming its existing advertiser portal and help center to enhance the experience for B2B service teams and partners. The prior help center fell short of brand standards and offered limited information and support. While using Zendesk, the company saw an opportunity to streamline data, unify processes, and strengthen the service experience by leveraging Salesforce more fully.
The initial focus was on case management. By introducing both authenticated and unauthenticated Experience Cloud portals and multiple engagement channels, they reduced unnecessary phone calls while directing customers to a modern self-service portal filled with knowledge articles, live chat, and integrated case management. Automations such as email-to-case and voicemail-to-case further improved efficiency, allowing agents to focus on complex issues and lowering overall support costs.
Building on this success, the company continued collaborating with NeuraFlash to optimize and expand the advertiser portal, adding a chatbot and additional features to ensure scalability alongside business growth. As AI capabilities advanced, they recognized the opportunity to further strengthen processes by investing in Agentforce Service Agent. Already leveraging Salesforce Digital Engagement, they upgraded their existing chatbot by incorporating Agentforce Service Agent and an Enhanced Bot directly into their Experience Cloud site. This marked a turning point: Agentforce expanded self-service capabilities while amplifying the value of the company’s original Experience Cloud investment.
Agentforce Outcomes
The results of adopting Agentforce were immediate and transformative:
- 80% increase in case deflection, keeping routine inquiries away from agents.
- Lower bot maintenance efforts, reducing the strain on internal resources.
- Higher service quality, with AI-driven guidance providing more accurate support.
- Increased advertiser satisfaction, thanks to faster and more personalized service.
- 88% overall deflection rate, surpassing initial expectations and setting a new efficiency benchmark.
Agentforce has become the backbone of the company’s advertiser service strategy, enabling the team to scale without sacrificing quality. By integrating AI deeply into the support ecosystem, advertisers receive personalized service while agents can handle escalations more efficiently.
Looking Ahead
The company’s journey is far from over. With Agentforce firmly embedded in their advertiser portal, they are exploring ways to expand AI into advanced use cases. From proactive advertiser engagement to predictive support, the company is positioned to continue evolving with NeuraFlash and Salesforce. Their forward-looking investment ensures that as their advertiser community grows, the service model remains scalable, cost-efficient, and AI-powered.
