Case Study: a national B2B payments provider improves credit union support with Lane Four's Agentforce solution

National B2B Payments Provider aligns AI support with Lane Four to tackle 25% deflection goals

Lane Four worked with a national B2B payments provider to address scaling challenges within its credit union partner support workflows. The customer sought to improve efficiency by introducing an AI-driven messaging layer to handle inquiries, but they entered the project with an ambitious target case deflection rate that was complicated by operational limits.

Lane Four implemented a customer-facing AI agent using Agentforce that leveraged the client's Knowledge base to provide automated responses and create cases for escalation. The solution successfully launched, making support workflows more efficient and enhancing the partner experience with Knowledge-driven responses. By aligning scope and expectations with the agent's realistic capabilities, Lane Four delivered measurable results with achievable case deflection metrics.