Agentforce Transforms & Modernizes Processes

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