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GenAI solution integrated into Salesforce CRM transforming service management for one of the largest global suppliers of construction equipment. The solution helps technicians identify and fix breakdowns faster to unlock millions of dollars in customer value thanks to reduced downtime of the machines.

GenAI for customer operations in Salesforce

SALESFORCE

AI AND GEN AI SOLUTIONS

Impact

  • reduce time to identify and fix customer issues

  • From 5 siloed systems to a single experience

  • + 10%
    p.p first-right time resolution rate

  • ~$500K
    unlocked in customer impact per day due to reduced downtime

  • -98%
    in time handling customer issues

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Approach

Led team of engineers and data scientists by:
 

  • Conducting user research to inform technical requirements and solution architecture, scope problem to solve and create product backlog

  • Defining environment, data, and model choices and considerations

  • Implementing frameworks for user validation of QA model’s performance based on generated answers and selected relevant benchmarks

  • Implementing guardrails to safeguarding AI models

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