Overview
Publishing and academic organizations need to manage dozens of customer touchpoints — from web chats across multiple websites to support inquiries and communications with leading educational institutions.
In order to simplify these processes and improve the customer experience, our client used agentic AI to build and manage all of these touchpoints and created a single, unified AI agent for customer interactions.
Problems
The OneReach.ai team closely collaborated with an executive sponsor on the customer side who was deeply invested in the success and adoption of the solution. This internal sponsor enabled quick decision-making across departments and helped rally internal teams around automation, shifting mindsets and encouraging them to embrace the technology.
The challenges they were navigating included:
- Managing diverse customer segments and web locations globally
- Integrating Salesforce chat and CRM systems
- Lack of existing customer data.
Solutions Built
In collaboration with the OneReach.ai team, they created an intelligent customer service AI agent with integrations to the Salesforce Agent UI and CRM. The agent operates with full support on voice, webchat, and messaging channels.
Key features leveraged:
- Text-to-Speech (TTS)
- Speech-to-Text (STT)
- Intent Recognition
- Native voice stack
- Conversational reporting and analytics
- Customized dashboards
- Integration with Salesforce agent UI and CRM
Impact
- 45% reduction in chats transferred to agents
- 26% increase in self-service
