Salesforce and NeuraFlash AI tools give hours of time back to a globally operating software company
Leading cloud software company saves 75+ hours a week while driving a 30% increase in deflection, and decreasing first response rate by 95% with Salesforce Agentforce and NeuraFlash’s Agentic Contact Center Suite
Similar to many fast growing companies, this software company was managing their customer service through a single shared inbox. With a busy business and numerous different stakeholders, this process was overwhelming – leading to lost emails, no tracking, and inefficient, chaotic operations.
This company needed quality to scale as fast as the business, and that's exactly what Salesforce and Agentforce delivered. NeuraFlash partnered with them to modernize their operations, beginning with Salesforce Email-to-Case. This initial step addressed immediate contact center challenges by streamlining communications and establishing a trackable, historical record – all within a single source of truth.
Once the foundations for a scalable contact center had been built, an Agentforce Agent was able to assist with daily tasks such as scheduling a meeting, updating Salesforce records, and summarizing customer interactions to prepare sales representatives for conversations with their customers. But this was just the first step – with the introduction of NeuraFlash’s Agentic Contact Center Suite, this company was able to seamlessly expand and take advantage of greater AI capabilities within their contact center.
The Agentic Contact Center Suite has allowed for the automation of customer quality evaluations across both voice and messaging, delivering pre-scored assessments with actionable coaching feedback directly to team leads for review. This has reduced the manual analysis required for effective optimization, maintenance, and monitoring of their contact center. It has further enabled automated insights on agentic performance – resulting in high quality service and greater optimization of systems within their contact center.
Agentforce & NeuraFlash’s Agentic Contact Center Suite has driven greater deflection rates, saved the contact center and quality management team hours a week while allowing for high quality service that scales as fast as this company's business does.
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