Agentforce Proof of Concept
Agentforce AI at the service of customer service automation
A leading telecommunications company has tested AI-based customer service automation and generative AI response suggestions using Salesforce Data Cloud and Agentforce.
The project
A leading telecommunications company has explored the possibilities of Salesforce Data Cloud and Agentforce AI to improve its customer service processes. During the project, the United Consult CRM team demonstrated AI support for two selected case types of correspondence customer service at Proof of Concept workshops. Data Cloud provided context from data from previous customer interactions, while Agentforce produced generative AI response suggestions. CRM-based AI thus helped customer service work in real time.
Technologies used
Technologies used
Technology
technolgies used
Technologies used
Technologies used
The client
Client
Industry
Region
Responsible for the project
Year of construction
Technology
Challenges
Dealing with recurring cases: The customer service team of a large telecommunications company handles a number of recurring email requests per day. Simple case types, such as data reconciliations or service changes, take a significant amount of time away from a team, while they can be automated with CRM-based AI and customer service automation.
Manual response compilation:Customer service personnel must manually incorporate data extracted from different systems into email responses. There was no uniform structure for where data should be inserted, making it difficult to ensure uniform response quality
AI Application Validation:For our client, it was important to test how generative AI can be used safely in customer service processes. The goal was to make AgentForce's responses based on the company's own CRM data, be verifiable, and fit into existing Salesforce operations.
Values for the customer
CRM-based context:AIE, integrated into CRM, has made it possible for customer service representatives to receive context-sensitive AI response suggestions that take into account past customer interactions and data.
Faster response: Agentforce's generative AI generates real-time response suggestions for successfully identified customers related to device insurance cancellation and recharge card data reconciliation. Customer service staff no longer have to formulate all letters manually: it is enough to check and, if necessary, modify the answers generated by the AI, as well as insert customer data in the place of predefined placeholders.
Additional AI development opportunities:The solution opens up further development opportunities for the telecommunications company. AI is able to summarize customer history, recognize customer sentiment, and support escalation management. This way, Agentforce not only speeds up work, but also gives you data-driven insights into customer service operations.
Project metrics
3000
email testing
1600
Case Filtering
1100
AI case processing
Project metrics
3000
email testing
1600
Case Filtering
1100
AI case processing
Project metrics
3000
email testing
1600
Case Filtering
1100
AI case processing
Project metrics
3000
email testing
1600
Case Filtering
1100
AI case processing
Project metrics
3000
email testing
1600
Case Filtering
1100
AI case processing
Project metrics
3000
email testing
1600
Case Filtering
1100
AI case processing
Results
Faster responses to customers with generative AI in the Salesforce Agentforce environment.
CRM-based AI response suggestions powered by the Salesforce Data Cloud context, which can be verified with justification related cases.
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© 2026 United Consult Zrt.
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Get in touch
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Only valuable content, no spam. Join our IT community!
© 2026 United Consult Zrt.
get in touch
Subscribe to our newsletter
Only valuable content, no spam. Join our IT community!
© 2026 United Consult Zrt.
Get in touch
Subscribe to our newsletter
Only valuable content, no spam. Join our IT community!
© 2026 United Consult Zrt.
get in touch
Subscribe to our newsletter!
Only valuable content, no spam. Join our IT community!
© 2026 United Consult Zrt.