24/7 Autonomous Customer Support with Salesforce Agentforce

Challenge

NDS, a leader in water management solutions, faced the challenge of managing high volumes of routine customer inquiries regarding order status, inventory, and product recommendations. These repetitive tasks increased agent workload and slowed resolution times, preventing the service team from focusing on complex, high-value customer needs. Additionally, the brand needed a way to provide consistent, real-time support for technical product questions and FAQs across a global customer base.

Solution

In partnership with Astound Digital, NDS deployed Aquabot, an AI Service Agent powered by Salesforce Agentforce. The solution includes:

Automated Order & Product Support: Aquabot integrates with external systems to fetch real-time order statuses, shipment details, and part availability instantly without human intervention.
Intelligent FAQ Retrieval: Utilizing Retrieval Augmented Generation (RAG), the agent retrieves information from a centralized repository to provide dynamic, citation-backed responses to customer questions.
Data Cloud Integration: The platform leverages Salesforce Data Cloud to provide the AI with real-time customer insights, ensuring accurate and personalized engagement.

AI-Driven Recommendations: Aquabot helps customers identify the best drainage solutions for their specific needs through intelligent product suggestions.

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Results

Deployed 24/7 autonomous support for orders and FAQs, ensuring constant availability for global customers.
Reduced call volume for routine inquiries by enabling self-service for tracking and inventory checks.
Enabled human agents to focus on complex issues by automating the retrieval of unstructured data and FAQs.
Leveraged Data Cloud for real-time customer insights to drive higher engagement and sales.
Accelerated resolution times for global customers by providing instant access to technical data and order information.
Increased customer trust through the delivery of accurate, real-time, and citation-backed information.
Improved operational efficiency by reducing the time agents spend searching for information, leading to higher first-contact resolution rates.