Use Case
Complaint management powered by Agentforce
The AI Service Agent reads and classifies customer complaints, identifies sentiment and context, and generates a personalized response.
Where: Italy
Where: Italy
Mission
Introducing intelligent automation in complaint management helps reduce handling times and enhance the customer experience, while keeping the operator ‘human in the loop’ for critical cases and ensuring scalability, accuracy, and speed of response.
Solution
The process begins when the customer submits a complaint via email-to-case, including PDF attachments or handwritten documents. Attachments are scanned using OCR technology and integrated into the ticket.
Agentforce enriches the ticket by extracting relevant data and calculating sentiment based on shared rules, helping define the tone of the response or set priority. The complaint is classified through Data Cloud, which compares the request with a library of historical cases.
Based on this information and the knowledge base, a personalized draft response is generated. The ticket is routed for validation to the first available operator thanks to native multichannel capabilities. Finally, the response is formalized in PDF and sent to the customer.
Digital Ecosystem
Actions
Digital Ecosystem
- Building a complaint library enriched with RAG mechanisms to power both classification models and the knowledge base.
- Adopting an MVP (Minimum Viable Product) approach to quickly release an initial version of the solution and progressively improve it based on customer feedback.
- Continuous system monitoring through metrics such as OCR accuracy and classification quality.
- Incremental releases and staff training to ensure smooth adoption.
Expected results
Improved quality, consistency, and personalization of responses
Increased customer satisfaction
Opportunity for end-to-end automation in low-criticality scenarios
Impacts
Technologies
AI & Data
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