AI Agents for customer support
Boosting customer service with AI Agents that cut support time with 65%
Boosting customer service with AI Agents that cut support time with 65%
Challenges
How we helped
Success factors
increase in customer support time
A leading European chemical manufacturer in the advanced materials sector was facing a growing challenge in customer service. Every week, their support team fielded a high volume of technical inquiries from clients across multiple countries — ranging from requests for product data sheets and flammability ratings to detailed component recommendations that met specific performance requirements.
The process for handling these inquiries was entirely manual. Each question required research across multiple databases, PDFs, and internal systems that were not fully integrated. As the company’s customer base expanded, this approach became increasingly unsustainable, leading to slower response times and inconsistent service availability.
increase in customer support time
This European industrial manufacturer produces advanced materials used across multiple sectors, from automotive and electronics to consumer goods. With a strong focus on innovation and sustainability, the company continuously seeks smarter ways to improve operations and customer experience through technology.
This European industrial manufacturer produces advanced materials used across multiple sectors, from automotive and electronics to consumer goods. With a strong focus on innovation and sustainability, the company continuously seeks smarter ways to improve operations and customer experience through technology.
Identifying the AI Agent opportunity
To deliver faster, more reliable support, the company recognized the need to centralize knowledge and automate repetitive processes. Their goal was to build a secure, intelligent service layer capable of handling routine inquiries autonomously — while giving their technical teams more time to focus on complex, value-added requests.
The solution: An integrated Agentforce framework
Together with Biztory, the company developed an Agentforce solution that unified all customer service data into a single ecosystem. The system connected Salesforce CRM, externally hosted technical documents, and Salesforce-uploaded files into one consolidated framework powered by Salesforce Data Cloud.
This architecture ensured that product data, certifications, and technical documentation could be retrieved instantly, securely, and without manual searching.
Dual-Agent architecture for scalable service
The implementation featured two specialized AI agents, each designed for specific interaction channels:
- Customer-facing agent: Embedded in the company’s Experience Cloud site, this agent assists customers directly, performing product lookups, generating recommendations, and providing access to relevant documentation. Complex or high-priority requests are automatically routed to the appropriate human expert.
- Email-based agent: Designed for clients who prefer email communication, this agent filters and categorizes incoming messages, drafts responses with relevant attachments, and pre-populates replies for review — dramatically reducing manual effort.
Access controls were configured so that only verified users could access advanced features, maintaining both security and personalization.
Accelerated implementation through the Agentforce Accelerator
Using Biztory’s 5-step Agentforce Accelerator, the solution was delivered in just five weeks, from design to live deployment:
- Use Case Design: Identify high-impact service scenarios aligned with key business KPIs.
- AI Readiness: Assess data landscape, governance, and integration maturity.
- Data Foundations: Consolidate all service data within Salesforce Data Cloud.
- QuickStart Configuration: Configure the agent to recognize and respond to product and documentation requests.
- Launch & Success Monitoring: Deploy the agent and measure adoption, response efficiency, and ROI.
"We can generate new business, on top of answering customer questions and gaining operational efficiency."
"We can generate new business, on top of answering customer questions and gaining operational efficiency."
The impact — efficiency, accuracy, and new opportunities
The Agentforce solution transformed how the company handles service inquiries. Routine questions are now resolved automatically in seconds, and customers receive consistent, accurate responses across both web and email channels. The service team can focus on higher-value work, while the organization benefits from better visibility into inquiry patterns and customer needs.
