Transforming Agent Experiences and Efficiency using Salesforce Einstein AI
Case Study

Overview

With the growing need for tailored and rapid service, enhancing operational efficiency and customer experience has become a critical priority for the financial services industry. Our client, a leading global financial services firm, recently partnered with Tech Mahindra to enhance their service cloud using Salesforce's Einstein AI.

Marketing Transformation in a Changing World

Client Background and Challenge

The client, a leading global financial services corporation, faced several operational challenges affecting efficiency and customer service quality. On average, 4,000 cases were created or updated daily, with 80% arriving over email in raw format. This required assistance for classification and assignment, leading to the following challenges:

  • High Case Age and Client Wait Time
  • Data Inaccuracy and Time-Consuming Routing Process
  • Agent Performance

Business and Community Impact

Reduced Case Age

With instant assignment of cases (which previously took 2 days) and other agent support solutions the average case resolution time was reduced by 20% to 40% across all categories of cases

Improved Agent Productivity

With automatic data entry population and AI-driven recommendations, agents could handle cases more efficiently and accurately

Scalability

Building on the success of these solutions, the client is in the process of implementing additional modules such as the Einstein Bot, Conversation Mining, and Case Wrap-up