Overview
Large learning science organizations 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 AI Agents to build and manage all of these touchpoints through a single, unified AI Agent.
Challenges
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.
Solution
In collaboration with the OneReach.ai team, they created a highly trained 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.
Results
- 45% reduction in chats transferred to agents
- 26% increase in self-service
- 10% improvement in deflection.
