Client Overview
Industry
Software Development Company
Region
United States
Company Size
200-500 Employees
Featured Solution
Agent API, Agentforce, and MIAW
About the Customer
The customer is a leading AI-powered talent acquisition and outbound recruitment platform headquartered in California. They help organizations streamline their hiring process by combining sourcing, candidate relationship management, and analytics within a unified system. Their platform leverages AI to discover top talent, automate engagement campaigns, and deliver actionable insights that enhance recruitment efficiency.
Manual, Inefficient Chat Processes Constraining Customer Engagement
The customer’s website was hosted outside Salesforce, limiting their ability to deliver AI-driven, interactive engagement. They previously used a legacy chat system where agents had to manually accept each chat, search Salesforce Knowledge Articles, and craft responses, slowing support and reducing efficiency.
To modernize this process, the client wanted to integrate Salesforce Agentforce, enabling AI to analyze Knowledge Articles and generate intelligent, real-time responses. This would empower their agents to focus on complex issues while improving overall responsiveness and engagement.
Without this integration, their business faced reduced engagement, slower support, missed lead opportunities, and limited scalability for automated interactions. To overcome these challenges, they aimed for a seamless, scalable way to embed Agentforce into their non-Salesforce website, enhancing customer experience, automation & flexibility.
Website and Workflow Constraints Slowing Real-Time Customer Support
Manual Chat Handling
Agents had to manually accept every chat and search Salesforce Knowledge Articles for answers, slowing down response times and overall support efficiency.
Limited AI Utilization
The existing chat system lacked AI capabilities, preventing automated, context-aware responses and putting additional workload on support agents.
Inefficient Knowledge Access
Agents frequently navigated through multiple Salesforce Knowledge Articles to find relevant information, reducing productivity and increasing response delays.
Inability to Scale Support
The legacy system couldn’t support intelligent automation or handle higher chat volumes efficiently, restricting the scalability of customer engagement.
Enabling Scalable, AI-Driven Support Through Agentforce
To help the customer overcome their challenges, our Salesforce services experts implemented two integration approaches to connect Agentforce with the external site:
- Custom Chat via Agent API
- Firstly, we built a fully custom chat interface on the website.
- Connected the interface with Agentforce through backend APIs within the Salesforce org.
- Enabled dynamic chat sessions where clicking “Chat with Agentforce” initiates a conversation, and closing the chat ends the session.
- Designed the system for session independence; every new chat click starts a fresh interaction.
- Low-Code Integration via Messaging for In-App and Web (MIAW)
- Secondly, our experts created a Web Message Channel and linked it to an Omni-Flow connecting to Agentforce.
- We used Salesforce’s Embedded Service code snippet to add the chat functionality to the external site.
- Delivered a low-code, reusable approach that automatically displays a chat button and connects users to Agentforce for real-time support.
Driving Real-Time Engagement and Scalable Support
The integration of Salesforce Agentforce transformed the customer’s external website into an AI-powered, interactive support platform. Visitors could engage in real-time conversations, receive instant responses, and access intelligent guidance without delays. The solution delivered both a fully custom chat interface and a low-code MIAW implementation, providing flexibility, scalability, and reusable deployment options. This not only improved customer engagement and support efficiency but also strengthened the organization’s digital support capabilities. It further enabled automated interactions, better lead capture, and smoother handling of growing traffic.
Highlights
Reduced Response Times By 20–30%
Simplified Deployment With Custom API And Low-Code MIAW
Scaled Support to Handle 2x More Users
Cut Customer Wait Time by 2 Min With Agentforce Real-Time Chat
Conclusion
Integrating Agentforce on the external website redefined how the customer engages with visitors, enabling AI-driven, real-time interactions. Ones that accelerate lead capture, streamline workflows, and support scalable digital operations. This approach demonstrates how intelligent automation can elevate engagement and operational efficiency across B2B digital channels.
If your organization wants to leverage AI-powered interactions to enhance engagement, optimize processes, and access measurable business outcomes, drop us a line at [email protected]. Our team of Salesforce experts will help you design and implement solutions that deliver tangible impact.
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