Software Engineering

Transforming Customer Engagement with Agentforce at Hanan Products

Pranay Saini
11 Jan 2022
5 min read

Client Overview

Hanan Products, a leading provider in its industry, sought to enhance the efficiency of its direct inbound service channels. With a growing customer base, their internal teams were spending significant time addressing routine inquiries, reducing focus on business-critical tasks.

To address this challenge, Hanan Products partnered with SaaSworx to deploy a cutting-edge GenAI Agent, powered by Salesforce Agentforce. This solution aimed to improve customer experience while allowing internal teams to focus on higher-value tasks.

The Challenge and Solution

Hanan Products faced challenges in handling increasing customer queries efficiently. Their goals were to improve response times, reduce the workload on internal teams by automating routine support tasks, provide fast, accurate, and self-service capabilities to customers, and maintain a high level of accuracy and trust in responses through business data grounding.

To address these challenges, SaaSworx delivered a 24x7 autonomous Retrieval-Augmented Generation (RAG) agent within just four weeks. This AI-driven agent was designed to engage customers using natural language processing (NLP) for intuitive conversations, swiftly resolve cases by leveraging trusted knowledge sources, ensure precise responses using real-time data retrieval, and seamlessly integrate into Salesforce Agentforce for enhanced case management and automation.

The AI solution incorporated several advanced technologies to ensure accuracy and efficiency. Business Data Grounding was utilized through Data Cloud’s unstructured data lake objects to ensure responses were backed by accurate, up-to-date business information. Semantic Search was implemented using vector data model objects within Data Cloud for advanced contextual understanding and search accuracy. Knowledge-Based Responses were leveraged through Topic Actions to answer customer queries with relevant knowledge. Distributor Identification was facilitated using Automation Flows to pinpoint and present nearby distributor accounts. Case Management Automation was integrated using Topic Actions to seamlessly manage customer support cases, and Agent Transcript on Case enabled Automation Flows to attach agent conversation transcripts to cases for improved tracking and resolution.

The Benefits

The deployment of the GenAI Agent transformed Hanan Products’ customer service operations, leading to significant improvements. Customers received instant, AI-powered responses, reducing wait times dramatically. Internal teams were freed from handling repetitive inquiries, allowing them to focus on strategic initiatives. The AI agent provided tailored responses based on customer history and location, improving overall customer satisfaction.

Customer Testimonial: Paul Hanan, CFO of Hanan Products Inc

Paul, the CFO of Hanan Products, shared his experience with the AI agent deployment:

“Before implementing the AI agent, we had a basic chat functionality, but it wasn’t robust enough. Without a dedicated customer service team to handle queries 24/7, weekend and after-hours inquiries often resulted in delays and manual email follow-ups. The AI agent was a game-changer, offering real-time, round-the-clock assistance. Even during working hours, it significantly reduced our team’s workload, allowing them to focus on more valuable tasks. From a business perspective, this was a highly efficient and cost-effective solution.”

Paul also highlighted the smooth implementation process:

“We were introduced to SaaSworx in January, and within just 30 days, the AI agent was fully operational. The SaaSworx team was extremely responsive from the beginning. We had multiple discovery calls to define our requirements, iterated a few times based on feedback, and quickly went live. The entire experience was seamless and exceeded our expectations.”

Looking ahead, Paul envisions expanding AI applications at Hanan Products:

“We are now exploring internal use cases for AI, such as automating repetitive administrative tasks and improving data retrieval processes for employees. Additionally, since we operate globally, we plan to enhance the AI agent’s capabilities to support multilingual communication, particularly in Spanish, to better serve our diverse customer base.”

Conclusion

By leveraging the power of Salesforce Agentforce and GenAI-driven automation, Hanan Products successfully elevated its customer service capabilities. SaaSworx’s rapid deployment and expertise in AI automation ensured a seamless transition, enhancing both operational efficiency and customer engagement.