Project Name
How Ksolves Built a 24/7 Agentic AI Support Agent on Salesforce Agentforce
The client is a midsize business services company in North America supporting a large base of corporate clients through website chat, a knowledge base, and a dedicated client services team. Support representatives and account managers manage daily operations within Salesforce. Leadership sought to expand self-service capacity and improve response times without increasing headcount.
Recognizing that traditional scripted chatbots were insufficient for complex customer interactions, the company partnered with Ksolves to build an autonomous, conversational AI agent on Salesforce Agentforce, capable of reasoning through customer queries, executing transactions in Salesforce, and executing context-aware live agent handoffs.
- Repetitive Inquiries Overwhelming Representatives: Support teams spent significant daily hours responding to routine product, order, billing, and account security queries, drawing focus away from high-value account management tasks.
- Limitations of Scripted Chatbots: Traditional decision-tree chatbots broke when customers used informal phrasing, asked multi-part questions, or shifted topics, forcing manual agent interventions.
- Inability to Support After-Hours Inquiries: Chat channels went offline outside business hours, forcing evening, weekend, and holiday website visitors to wait for the next business day.
- Uncaptured Lead Opportunities: Interest generated during chat conversations regarding account management failed to convert into leads unless representatives manually logged the records.
- Risk of Cold Handoffs and Empty Queues: Escalations triggered transfers without checking live agent availability or holiday schedules, resulting in dropped chats and customer friction.
- Strict Governance and Accuracy Requirements: Corporate leadership required strict guardrails to prevent AI hallucinations, off-topic responses, internal data leaks, or unauthorized policy statements.
Ksolves deployed an autonomous, agentic AI service agent on Salesforce Agentforce utilizing the Atlas Reasoning Engine to interpret intent, evaluate context, and execute actions across three specialized subagents.
- General FAQ Subagent Grounded via RAG: Leveraged Retrieval-Augmented Generation (RAG) to query approved knowledge articles, delivering natural language responses accompanied by direct source citations.
- Autonomous Intent Routing via Atlas Reasoning Engine: Replaced static menus with natural language understanding that retains conversation context and shifts between specialized subagents dynamically.
- 24/7 Channel Availability via Messaging for Web: Deployed the agent on Messaging for Web to deliver instantaneous, round-the-clock inquiry resolution.
- Automated Lead Qualification Subagent: Configured subagent logic to detect commercial intent during account management discussions, collect contact details, and trigger Salesforce Flow actions to create Sales Cloud lead records.
- Context-Aware Escalation Subagent: Built automated pre-transfer checks using Salesforce Flow to evaluate holiday calendars and real-time agent availability before initiating Omni-Channel queue transfers. Out-of-hours requests receive structured email follow-up messaging.
- Enterprise Security via the Einstein Trust Layer: Implemented guardrails using the Einstein Trust Layer to enforce data masking, toxicity screening, and zero data retention with underlying LLM providers.
Technology Stack
| Category | Technology |
|---|---|
| Agentic AI Engine | Salesforce Agentforce (Atlas Reasoning Engine) |
| Grounded Knowledge | Knowledge Search (RAG) |
| AI Governance & Security | Einstein Trust Layer |
| Workflow Automation | Salesforce Flow |
| Engagement Channels | Omni-Channel & Messaging for Web |
| CRM Platform | Salesforce Sales Cloud |
- 24/7 Autonomous Self-Service: Delivered 24/7 inquiry resolution across web chat channels, eliminating queue delays outside standard business hours.
- Automated Resolution of Routine Inquiries: Resolved common product, order, and billing inquiries from approved knowledge articles, allowing representatives to focus on complex account management.
- Automated Lead Generation: Captured prospect contact details and interest areas during chat interactions, automatically populating Sales Cloud leads without manual entry.
- Elimination of Unchecked Transfers: Automated pre-transfer validations for agent availability and business hours, preventing empty queue transfers and dropped sessions.
- Verifiable AI Governance: Grounded 100% of knowledge responses in approved documentation, passing all outputs through the Einstein Trust Layer for compliance.
“Our customers now get help at any hour, and the agent knows when to bring one of us in. The team spends its time on the conversations that really need a person.”
Head of Client Services
By implementing an Agentic AI service agent on Salesforce Agentforce, Ksolves transformed the client’s customer support operations from a reactive, manual workflow into an automated 24/7 self-service engine. The solution resolves routine product and billing inquiries autonomously, captures commercial leads directly in Sales Cloud, and ensures seamless, context-aware handoffs to live agents when necessary. Grounded in approved knowledge and secured by the Einstein Trust Layer, the platform provides an enterprise-ready foundation for future autonomous service capabilities.
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