Overview
Industry
Computer Vision / Real Estate
Region
California, USA
Company Size
501–1,000 employees
Featured Solution
Salesforce AI-Powered Email-to-Case Auto-Resolution
About the Client
A leading spatial data company whose platform transforms physical spaces into immersive digital twins. Operating on a global scale, the client relies on Salesforce, including Service Cloud and Experience Cloud, as the operational backbone for its customer support processes.
A Support Team Buried in Repetitive Cases
The client's support team was receiving 150–300 email cases daily through Salesforce Email-to-Case. A significant portion of these inquiries was repetitive and resolvable using existing Knowledge Base articles, yet every case still required manual agent intervention to draft a response, send it, and close the ticket. There was no automation in place to handle this category of cases, and the volume left agents with little bandwidth for anything beyond routine triage.
How This Impacted the Business
Support agents spent the majority of their time on low-complexity, repeatable cases that did not require human judgment.
Response times suffered as agents worked through high daily volumes without any automated assistance.
Complex customer issues were deprioritized because agent capacity was consistently absorbed by routine inquiries.
The lack of automation created a structural inefficiency that grew harder to manage as case volumes increased.
From Manual Triage to Intelligent Auto-Resolution
The goal was to eliminate manual handling of routine Email-to-Case inquiries by building an AI-powered resolution workflow natively within Salesforce — without third-party tools, custom Apex code, or disrupting existing support operations. Our Salesforce experts designed and implemented an end-to-end automated process using Prompt Templates, Knowledge Base integration, and Flow Automation.
What We Delivered:
- AI-Generated Responses:
Salesforce Prompt Templates match incoming case content with relevant Knowledge Base articles and automatically generate contextually accurate responses.
- Automated Case Resolution:
Flow Automation sends the AI-generated response to the customer and automatically marks the case as solved, with zero agent involvement.
- Intelligent Follow-Up:
Flow Automation triggers reminder emails every two days if no customer reply is received and automatically closes cases after five days of inactivity.
- Seamless Human Escalation:
Salesforce automatically reopens the case and routes it to an agent whenever a customer replies, ensuring complex issues are never left unattended.
- No Custom Apex Required:
Native Salesforce capabilities power the entire solution, eliminating additional build, testing, and maintenance overhead.
Business Outcomes
The AI auto-resolution workflow delivered measurable improvements in agent efficiency, response times, and case-handling capacity, while achieving the primary goal of removing manual effort from routine support interactions.
Highlights
Auto-resolved 15% of inbound email cases
Handled 40 cases daily without agent intervention
Reduced manual workload across the support team by approximately 30%
Improved average first response time from 4–6 hours to under 2 minutes through immediate AI-generated replies.
Redirected agents toward complex, high-value customer interactions
A Support Operation Built to Scale
For a company operating at a global scale, support efficiency is not a back-office concern; it is directly tied to customer experience and retention. When agents spend their time on cases that automation can handle, organizational capacity is consumed by avoidable work.
The AI-powered auto-resolution solution restores that capacity. By targeting the root cause and the absence of automation for routine, knowledge-base-resolvable inquiries, the solution addresses the problem structurally rather than symptomatically. Support teams can now handle higher case volumes without proportional headcount increases, and agents are free to focus on the work that actually requires human expertise.
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