Financial services
Education
Transforming K–12 Nonprofit Support with AI-Powered Agents
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About the company
This U.S.-based nonprofit is committed to advancing K–12 education through high-quality, knowledge-based instructional materials in core subjects like math, English, and science. Their mission is to support teachers and students by delivering rigorous academic content in classrooms across the country.
The challenge
As part of a broader digital transformation strategy, the organization needed to modernize its customer success operations and improve the overall support experience. With thousands of inquiries coming in through various channels—email, web forms, and more—the support team was overwhelmed by:
- Case requests arriving through multiple, unstructured input sources
- Inconsistent references to purchase order numbers and account data
- Complex resolution scenarios requiring external system integrations
The organization needed an intelligent, scalable solution to streamline case intake, triage, and resolution with minimal human intervention.
Project highlights
Project owner
Our Solution
We implemented an end-to-end, AI-driven solution using Salesforce Service Cloud and Agentforce to revolutionize the organization’s case management system. The solution acts as a first line of response, automatically processing and categorizing incoming cases with precision and speed.
Our process
Our team
Our focus areas
Tech stack
Our winning results
- Case resolution time reduced to minutes thanks to intelligent automation
- Significant decrease in human intervention in routine case handling
- Flexible framework empowered Salesforce Admins with better control and faster adjustments
This successful implementation sets a new precedent for AI-powered support experiences, with extensibility built in for future enhancements.
Key capabilities included
- Agentforce Agents trained to analyze and act on incoming customer requests
- Retrieval-Augmented Generation (RAG) to provide informed answers based on prior cases, purchase orders, account records, and knowledge base content
- Sentiment analysis to flag and prioritize cases requiring escalation
- Agent orchestration to assign domain-specific tasks to specialized Agents
