Automating Customer Support
AI Chatbot Integration in Salesforce
I led the integration of an AI-powered chatbot into Salesforce to automate routine customer support tasks, enhance user experience, and increase operational efficiency. By strategically designing the chatbot’s scope and workflows, we reduced agent workload, improved response times, and delivered a smoother, faster support experience for customers engaging with the insurance platform.
Approach:
- Partnered with stakeholders and technical teams to define chatbot use cases, focusing on high-volume, low-complexity tasks suitable for automation.
- Integrated the AI chatbot directly into Salesforce Service Cloud, ensuring seamless workflows between automated responses and live agent hand-offs when needed.
- Designed and tested chatbot dialogue flows to ensure accuracy, ease of use, and escalation paths.
- Implemented KPIs to track chatbot success rates, agent case deflection, and overall productivity improvements.
- Rolled out the chatbot in phases, gathering user and agent feedback to continuously fine-tune the interaction flows.
Results:
✅ Increased agent productivity by 13% by automating routine support tasks
✅ Reduced average customer response times for common inquiries
✅ Improved customer satisfaction by providing faster, self-service support options
✅ Freed up agents to focus on higher-value, more complex support cases
✅ Set a foundation for future intelligent automation initiatives across customer service operations
Problem
Customer service agents were burdened with a high volume of routine support requests, including password resets, FAQ inquiries, and basic policy servicing questions.
This limited agent availability for complex customer needs, increased wait times, and impacted overall customer satisfaction scores.