HR Benefits SaaS Platform
A 24/7 AI support agent covering after-hours account questions
This HR benefits software provider deployed an AI virtual agent that handles customer account and product questions outside business hours.
This HR benefits software provider deployed an AI virtual agent that handles customer account and product questions outside business hours.
An HR benefits software provider had no customer support coverage outside business hours, leaving account and product questions unanswered overnight. We deployed an Agentforce virtual agent on Salesforce's Messaging for In-App and Web platform that answers those questions and logs cases on the correct handling schedule, plus an automatic after-hours switching system with manual override back to live agents. Support coverage is now continuous, with the virtual agent taking over from live chat when business hours end.
Customers went online with questions about their accounts and the product at all hours, but live agents were only available during business hours. Outside that window there was no support coverage at all, so inbound questions sat unanswered until the next business day. The company needed a way to keep answering routine account and product questions overnight without adding staff.
We built an Agentforce virtual agent that answers account and product questions and logs cases when appropriate, setting them to be handled on the right schedule. The agent runs on Salesforce's Messaging for In-App and Web platform, which supports asynchronous chat. We also built a switching system that activates the virtual agent automatically after hours and hands back to the live agent flow during business hours, with a manual override available at any time.
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