Case Study: George Brown Polytechnic boosts student support with Diabsolut and Salesforce Agentforce

George Brown Polytechnic boosts email support response rates to 82.5% with Diabsolut

George Brown Polytechnic faced a challenge where its student support team was overburdened by manually handling a high volume of low-complexity student inquiries. This led to elevated costs, longer handle times, and a risk to the student experience during peak periods. The institution partnered with Diabsolut to implement a solution using Salesforce Agentforce for email-to-case support.

Diabsolut configured an AI agent powered by the college's knowledge base to automatically respond to inquiries. Using its proprietary AgentGuard model for optimization, Diabsolut helped the AI agent achieve an 82.5% good-response rate within 90 days. The solution successfully handled 89% of case volume without requiring a human to diagnose or triage it first, freeing staff to focus on more complex interactions.

George Brown Polytechnic