Gemline was working with a support process that required a level of manual involvement that was difficult to sustain.
Each time that a customer or prospect sends an email to the support team, a case is automatically created in Salesforce Service Cloud. Every case requires manual follow-up from Gemline’s team. This process is time-consuming and requires too much labor from the support team to resolve cases. Gemline’s main challenge is finding ways to lessen the workload for their support team by making the support process more efficient.
Trifecta aimed to increase efficiency in Gemline’s support process by introducing AI agents.
The agents’ purpose is to retrieve important case-specific information. With every email creating a case, we had to choose what types of cases to prioritize for the initial release. Trifecta prioritized the cases with a relatively low number of independent types of data and those that would be impacted the greatest by an agent.
The team decided to prioritize the following case types:
- Questions about order status
- What is the status of my order?
- Has it shipped?
- Is it still on track?
- Questions about shipment tracking
- Did my order ship?
- What are the tracking numbers for the shipments for my order?
- Questions about product inventory
- Show me all the backpacks with over 500 in stock?
- Show me all the padfolios that can ship 1000 by the end of the week?
- How many of product X do you have in stock?
Enhanced Team Capabilities with AI Agents
Receive immediate answers to your customer's questions simply by asking your AI agent
Gemline’s support team is closing cases faster, pulling information quickly, and has reduced the manual involvement required per case.
In the past, Gemline’s team spent time searching for and breaking down the information pertaining to each case. Once the information was found, then they would move on to assisting the person that reached out. By implementing agents, Gemline’s team is now able to make an inquiry about order status, shipment tracking, or product inventory, and the agents instantly retrieve the information. This solution is in the early stages of adoption and currently in a soft launch phase but is receiving lots of positive feedback from Gemline’s support team.
Real-Time Inventory Insights: The AI agents are able to instantly pull inventory information, ensuring that Gemline’s team has a clear view of the products that meet customer requirements and are actively available.
Instant Order Status Updates: When a case is created to check the status of an order, agents can identify and deliver the information instantly to Gemline’s customer support representative.
Immediate Shipment Tracking: AI agents can report what the shipping information for an order is immediately upon request.
Increase in Cases Closed: Automation helps the support team spend less time searching for, compiling, and analyzing information. This reduces the manual time spent on each case, allowing more cases to be closed.
Leading Innovation with Agentforce: Gemline’s early adoption of AI agents keeps them at the forefront of innovation and improving efficiency in their support process.
