Agentforce Partner Stories

#WinningWithPartners Success Story Empowering efficient customer support with Agentforce to speed up case resolution Reduced issues requiring specialist 30% Challenge support The customer, a mid-sized IT company based in the APAC region with about 4,000 employees, sought to improve efficiency, scalability, and speed to market through product and technology enhancements. They aimed of messages handled by the to enhance service channels and extend self-service to social media using a GenAI chatbot for quick, customer support social 75% conversational responses. Using a mix of commercial and custom-built LLMs for generative service, a key media team eliminated challenge was thoroughly evaluating available LLM technology before beginning the build. Solution decrease in time spent monitoring the Facebook Customer partnered with Slalom and Salesforce to implement a GenAI solution integrated into their Salesforce 80% Messenger social media environment. The system, connected to Facebook Messenger, ensures a consistent experience with Salesforce's channel Digital Engagement and Einstein bot for immediate, contextual answers. Powered by Einstein NLP, the chatbot integrates with Facebook and Coveo for customer-specific information. Coveo Gen AI delivers content from knowledge articles and website content and Service Cloud creates cases from bot conversations, efficiently Navigator Expert: Customer 360 & Experience Cloud addressing requests. This solution enhanced their digital-first, content-led customer support. Level 2 Specialist: Service Cloud Level 1 Specialist: “We’ve combined Salesforce technology with Slalom’s Generative AI expertise to create a Einstein & Data Cloud solution that streamlines operations and enhances the customer experience, providing quality answers, guidance, and insights for success.” - Nick Walton, Managing Director, Slalom Service Salesforce Digital Agentforce Products Cloud Engagement