Project Name
How Ksolves Achieved 85% Self-Service for an Unattended Laundry Business with Agentforce
Our client is an unattended laundry service provider focused on delivering a seamless, self-service experience to its customers. As the business scaled, the absence of on-site staff created growing challenges around customer support, machine failures, refund processing, and safety response.
To address these challenges, the client partnered with Ksolves to design and deploy an AI-powered voice concierge built on Salesforce Agentforce for Voice, integrated with Salesforce Data Cloud and real-time IoT machine data. The result is a truly hands-free laundry experience that resolves customer needs instantly, around the clock.
Operating unattended laundry facilities at scale meant customers frequently encountered problems with no staff available to assist them. These pain points were directly impacting customer trust, operational costs, and safety.
- No Easy Access to Receipts: Customers had no convenient way to retrieve receipts after completing a wash cycle, creating friction and increasing inbound support requests.
- Machine Failures Without On-Site Support: When equipment malfunctioned, customers had no immediate channel to report the issue or receive guided troubleshooting assistance. This led to frustration and unnecessary site visits by operations teams.
- Refund Delays Eroding Trust: Processing refunds for failed cycles was slow and manual, leading to a poor post-experience perception and reduced customer loyalty.
- Safety Risks Without Fast Escalation: In situations requiring urgent attention, there was no reliable mechanism to quickly escalate to a live agent or trigger an emergency response, posing a real safety concern for customers on-site alone.
Ksolves designed and implemented a 24x7 AI-powered voice concierge built on Salesforce Agentforce for Voice, enabling customers to resolve issues hands-free simply by making a phone call.
- 24x7 Voice Concierge: Customers interact using natural language requests such as "I need my receipt" or "Machine 5 is leaking." Agentforce understands the intent and triggers the appropriate action instantly, without any manual intervention.
- Real-Time Intelligence via Data Cloud: Salesforce Data Cloud unifies IoT machine data with individual customer context, giving the voice agent a complete, real-time picture of each interaction. This allows the system to respond accurately based on both the customer's history and the live status of machines.
- Automated Actions via Salesforce Flows: Behind every voice interaction, Salesforce Flows handle the execution. Receipts are generated and delivered automatically, refunds are processed instantly, and step-by-step troubleshooting guidance is provided where relevant, all without requiring a human agent.
- Emergency Safety Net: If a customer uses distress keywords or the system detects a safety-related situation, an immediate handoff to a live agent is triggered. The agent receives real-time call transcripts and full customer context, enabling a fast and informed response.
The solution delivered measurable improvements across customer experience, operations, and safety.
- 85% Self-Service Rate: The vast majority of refund and receipt requests are now resolved entirely through the voice concierge, with no human involvement required.
- Instant Refunds: Customers receive refunds in real time during the call, eliminating the frustration of lost coins and lengthy resolution processes.
- Faster Safety Response: AI-detected emergency keywords trigger immediate live-agent escalation, reducing safety response times.
- Lower Operational Costs: Automated resolution of common requests has significantly reduced unnecessary site visits and inbound support volume, bringing down operational overhead by 30%.
By implementing Salesforce Agentforce for Voice alongside Data Cloud and intelligent automation, the client has transformed the unattended laundry experience from a liability into a competitive advantage. Customers now enjoy a smarter, safer, and genuinely hands-free service, while the business benefits from reduced operational costs and stronger customer trust.
With this AI-powered foundation in place, the organization is well-positioned to scale its operations further without a proportional increase in support resources. Ready to build an AI-powered customer experience for your business? Contact us at sales@ksolves.com.
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