About the Client
Our client is a leading EdTech organization with the aim of transforming how students, learners, or professionals can acquire new technology skills. With the help of an AI-powered platform, it offers a variety of courses on technologies like AI, ML, Full Stack development, Cybersecurity, and IoT. They also aim to personalize learning experiences, accelerate skill development, and bridge the gap between education and employability. By using AI in EdTech, the company provides learners with hands-on experience and real-world projects, empowering individuals from all educational backgrounds to build industry-relevant skills and accelerate their careers.
Business Challenges
The client came up with the requirement to automate and streamline their student support operations using the Salesforce Service Cloud to improve response efficiency and knowledge accessibility. They faced major challenges with their complaint management process, including-
Manual Case Summarization
Success coaches spent more time manually analyzing and summarizing student cases. This manual effort led to inconsistent summaries, delayed follow-ups, and reduced support agent productivity. Also, the increasing student interactions data, manual summarization became a tedious and unsustainable process that increased errors and impacted service quality.
Extensive Student Support Data
The client’s student support system generated a vast amount of unstructured chat data, which was difficult and time-consuming for success coaches to extract key information. This led to the lack of important insights, resulting in delays and reduced effectiveness in student follow-ups. Issues like manual summarizations, limited analysis of chat patterns, or recurring issues hindered the student experience.
Kasmo’s Solution
Our experts at Kasmo understood these challenges and implemented Agentforce for Salesforce Service Cloud to automate case summarization, enhance knowledge accessibility, and improve student support operations. The solution includes-
Case Summarization with Salesforce Agentforce
Using Agentforce, an advanced Agentic AI capability within Salesforce, our experts help to analyze student interactions and build contextual summaries. The AI agent reads case details, extracts key insights, and generates concise summaries automatically within the Salesforce record. This captured important student information and added it to the student record to help service agents. This helped to reduce manual efforts and ensure summary consistency to improve record accuracy.
Automated Chat Summarization for Faster Student Support
An AI-driven chat summarization feature was implemented to create short summaries of chat conversations with students. Using Agentforce, the system links chat data to individual student records, making it easier for support teams to review past conversations and respond efficiently. This automation reduced manual efforts and increased coach productivity through instant visibility into summarized chat data.
Key Results Achieved
Kasmo implemented AI solutions for edtech companies, utilizing Agentforce and Salesforce Service Cloud, to support teams in managing, summarizing, and responding to student interactions. The key results achieved through the solution are:
- 70% reduction in manual effort for case summarization and a 50% decrease in data entry time, allowing success coaches to focus more on student engagement.
- 90% improvement in summary accuracy and contextual understanding, ensuring better case handling and follow-ups.
- Case summarization time reduced to under 10 seconds, marking a nearly 75% improvement in turnaround time.
- Up to 65% reduction in time spent reviewing chat transcripts, with faster access to key conversation insights.
- Enhanced communication insights improved responsiveness, service quality, and student satisfaction.
