Transform and automate the student inquiry process by migrating from pre-configured chatbot to Agentforce generative AI
The education institute was using a pre-configured chatbot that unable to provide real time responses for student queries. This resulted in lot of student inquiries coming to service agent thus consuming their bandwidth.
Business Challenges
No centralized repository of standard responses
Service agents manually evaluate and categorize the incoming tickets
Manual processes and fragmented communication channels resulted in slow responses
Over 60% of inquiries were statusrelated questions, taking up valuable staff time
Solutions Implemented
Configured AI Agent (Agentforce) for individual programs that help respond to student queries in real time on their application status
Query resolution
Configured AI Agent to respond to student’s inquiry in real time by identifying the query context and sharing right set of knowledge articles. Various prompts were configured which helped AI agent to identify any existing case with similar context and generates the accurate response
Data Evaluation
Configured AI Agent to identify the data of the applicant and corresponding master data. This helped AI agent to respond accurately based on the scheduled due dates for scholarship submission, fee payment etc.
Case Creation
Configured AI agent for automatic case creation through chat conversations if their query is not resolved through knowledge articles shared by AI agent
Business Benefits
~40-50%
reduction in cases coming from applicants
$200K
of TCO optimization through AI automations
