Solution Brief
Multilingual AI support that cuts cost-to-serve across global operations.
The Challenge
- Support couldn't scale across regions and languages
- A manual knowledge base decayed between infrequent updates, with no local-language translations
- Agents read long chat histories before every complex case, a high time-to-context
The Solution
- Auto-draft knowledge articles and email responses in 7+ languages
- Real-time chat translation, so agents never read across a language barrier
- Instant bot-to-agent conversation summaries, removing the long-history read
- AI sentiment analysis to categorize and prioritize global cases
Business Impact
Lower cost-to-serve
Less manual knowledge work and faster resolution across regions
Faster time-to-context
A summary at handoff instead of a long history to read
Multilingual scale
Consistent service across languages without regional rebuilds
Built On
- Salesforce Agentforce
- Agentforce Topics & Actions
- AI Translation & Sentiment