Always-On Support.
Zero Overload.

Client Background

Beta Bionics, founded in 2015 by Ed Damiano, is a medical technology company focused on making life easier for people with Type 1 diabetes. Its flagship product, the iLet® Bionic Pancreas, is the first fully automated insulin delivery system that simplifies diabetes management by handling all insulin dosing decisions with minimal input from the user.

Need

Beta Bionics needed to scale customer support without growing headcount. A decade of case data and knowledge articles sat in unstructured formats, making it hard for live customer support agents to find answers—slowing resolutions and creating inconsistent service experiences for their users and customers.

Solution

• We built an Employee Agent to assist service users in real time.
• Grounded 10+ years of knowledge and case data in Data Cloud for retrieval-ready insights.
• Created custom search indexes and retrievers for both article and case-based sources.
• Combined retrieval layers via an ensemble retriever to drive contextually relevant responses.
• Deployed an Agentforce Employee Agent, enabling reps to instantly surface resolution steps from both knowledge and past case data—with full traceability and citations.