DecodeAge

Difficulty in Finding Relevant FAQ Information: Customers were redirected to the FAQ portal (https://help.decodeage.com), where they struggled to identify the right articles to resolve their queries, leading to reduced customer satisfaction.

Complex Navigation for Order-Related Queries: Customers had to manually navigate the official website to access order details, often facing difficulties in finding the right information, leading to frustration.

Lack of Automated Support & Escalation: There was no automated chat system in place. Every customer complaint required manual handling, causing long resolution times and unanswered queries.

Agentforce Chatbot for FAQ Queries: • Implemented Agentforce to create a chatbot that provides instant resolutions for customer queries. • Migrated FAQ data from the existing FAQ portal into the chatbot to ensure up-to-date and accurate responses.

Agentforce Chatbot for Order-Related Queries: • Integrated Agentforce with Shopify to provide real-time order-related information through the chatbot. • Enabled customers to retrieve order details without navigating the website manually, improving accessibility.

Seamless Escalation to Human Agents: • Designed an escalation mechanism within Agentforce that allows complex queries to be transferred to human agents while preserving context. • Implemented callback scheduling to ensure customers receive timely responses.