CHALLENGE
- Website overloaded with static content, making information hard to locate.
- Users lacked assistance to interact with website content meaningfully.
- Lead generation and service request capture mechanisms were non-interactive.
- Bounce rates were high due to poor digital engagement.
SOLUTION
- Implemented AgentForce integrated with Salesforce Data Cloud.
- Converted web content into searchable Knowledge Articles.
- Enabled user interaction via chatbot to ask questions, raise support cases, and capture leads.
- Created a guided experience improving engagement and reducing drop-offs.
TECHNOLOGY USED
- AgentForce
- Salesforce Data Cloud
- Knowledge Articles
- Apex
- Flows
- Prompt Templates
RESULTS
- 45% increase in lead capture.
- Reduced turnaround time for case creation.
- Enhanced digital experience and engagement.