The Client Overview
Industry
Banking
Region
United States
Company Size
1k to 5k employees
Featured Solution
Agentforce–Driven Complaint Analysis Agent
About the Client
The customer operates at a massive scale in the personal finance ecosystem, serving millions of users through digital-first interactions across voice, messaging, web, and in-app channels. For a platform built on financial trust, data accuracy, and regulatory responsibility, complaint management is a critical risk and reputation lever.
Complaint Reporting Was High-Effort, Low-Speed
The client managed complaint cases in Salesforce Service Cloud and Experience Cloud, with complaints coming in through AWS-powered voice interactions, MIAW chatbot conversations, email, and web channels.
But in a banking environment where every complaint can signal a trust risk or compliance concern, insight couldn’t be delayed. Complaint signals were scattered across Case records and channel touchpoints, making it hard to quickly see what was trending, what was escalating, and why customers were flagging issues.
As a result, complaint intelligence depended on manual reports, time-range comparisons, and ad-hoc summaries, response, delaying early issue detection, and forcing teams into reactive firefighting instead of proactive risk control.
Impact of Manual Complaint Analysis
The lack of automation translated into measurable operational drag:
Time-consuming complaint reviews slowed response and escalation cycles
Trend and root-cause analysis lagged behind real customer signals
Weekly and monthly reporting required repeated manual effort
Decision-makers lacked timely, structured insights
Building an Internal Salesforce AI-Driven Complaint Analysis Agent
Leveraging our in-depth expertise in Salesforce-native intelligence, Grazitti implemented an internal Agentforce-based agent that turns complaint cases into structured insight, without compromising control.
- AI-Powered Complaint Querying
Built an internal agent that allows teams to instantly query all cases marked with the complaint checkbox across AWS voice, MIAW messaging, email, and web channels.
- Intelligent Summarization & Analysis
Integrated a secure, non-persistent LLM to generate :
- Case summaries with ticket numbers and links
- Weekly and monthly complaint counts and comparisons
- Taxonomy-based categorization and summaries
- Trend and root-cause analysis for any selected time range
- Robust Salesforce Architecture
Implemented Apex-based data fetchers using SOQL, SOSL, and hybrid approaches to ensure fast, accurate retrieval—without data leakage or persistence risks.
- Seamless Salesforce-Native Experience
Built using Salesforce Apex, Lightning, Data Cloud, Agentforce, and internal Agentforce setup for agents, keeping all insights accessible directly within Salesforce.
Faster, Clearer, More Actionable Complaint Intelligence
The AI-powered agent transformed how complaint data is accessed and understood:
- Analysts moved from manual reporting to instant insights
- Leaders gained real-time visibility into complaint trends
- Teams could compare time ranges and categories in seconds
The result was faster analysis, higher accuracy, and better-informed decisions. The client response was overwhelmingly positive, with teams actively expanding their Agentforce roadmap to include an AI-driven support bot.
Highlights
75% Faster Access to Complaint Summaries, Trends, and Comparisons
Built an Internal AI-Powered Complaint Analysis Agent in Salesforce
Delivered Taxonomy-Based Categorization, Trend Analysis, and Root-Cause Insights
Integrated MIAW Messaging, Case & Email Messages
Conclusion
The client didn’t need more dashboards; they needed faster answers. With complaint intelligence built directly into Salesforce, analysts stopped manually assembling trends and began surfacing patterns as they emerged, without compromising security or governance.
More importantly, the solution changed how complaints are used across the organization: as early warning signals, operational inputs, and strategic levers. Agentforce helped the client shift complaint management from reactive cleanup to earlier detection, protecting trust, time, and confidence in compliance.
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