Jabra Hearing Uses Agentforce to Help Reps Tackle Customer Queries Faster
New York
Location
Health Care
Industry
100 +
Employees
As the Jabra Enhance, the sheer amount of customer data overwhelmed staff. They often spent too much of their valuable time searching for account information to best respond to a customer’s request partnered with Operatus to save their customer service and sales reps time reading dozens of records by introducing a generative AI summarization tool using Agentforce.
Product Mix
- Salesforce Service Cloud
- Salesforce Knowledge
- Agentforce Generative AI
Challenge
Jabra Enhance sells hearing aid products both online and through major retailers like Amazon and Walmart. As the business grew, the sheer amount of customer data overwhelmed staff. They often spent too much of their valuable time searching for account information to best respond to a customer’s request.
Jabra Enhance quickly realized their processes needed to be sped up in order to meet increasing demand. To save reps time digging for information, they needed summaries that surfaced all the relevant customer info and knowledge articles to answer customer questions.
Solution
Implementing an Agentforce AI Agent helps CX, audiology, and sales reps to get the customer’s story by simply asking relevant questions. With the AI agents, they get a clear picture without having to drill into the data themselves.
- Tapping into company knowledge: Jabra Enhance has a vast knowledge base that gives CX reps detailed process information required to complete their day-to-day tasks. Securely sharing this information with the Agentforce bot allows agents to quickly get through any process roadblocks without having to read through an entire article. If they need more details, the knowledge resources cited by the AI Agent are linked in the output.
- Summaries that cover the whole story: Operatus teamed up with the Jabra Enhance product team to figure out the best way to present AI summaries for CX reps so they are easy to read. By using Apex Flex Templates and Prompt Builder's LLM capabilities, they ensured the summaries included important details in a user-friendly format. Agents can easily ask follow-up questions for additional information.
Results
Thanks to the quick AI account summaries and easily accessible knowledge base content, Jabra Enhance’s teams can handle more customer inquiries in less time. Reps spend less time on routine tasks like searching for customer information, allowing them to respond faster and focus on making sure customers have a great experience.
Sales reps got creative and started using the agent for more than just its original purpose. They began crafting emails, fine-tuning their talking points, and organizing groups of leads for better targeting.
Next up, they will implement Agentforce in their mobile and web live chat experience.
