Case Study: Florida Prepaid achieves faster, more efficient customer service with NeuraFlash and Salesforce Agentforce

Florida Prepaid cuts chat staffing by 50% with NeuraFlash

Florida Prepaid, a state-sponsored college savings plan provider, needed to modernize its contact center to handle large call volumes, improve customer service, and reduce operational costs. They partnered with NeuraFlash and Salesforce to implement a solution using Salesforce Service Cloud Voice, Amazon Connect, and Agentforce.

NeuraFlash helped build a modern contact center foundation with Amazon Connect and Service Cloud Voice, then expanded the solution with three tailored Agentforce chatbots and Agentforce Voice. This provided 24/7 conversational self-service across chat and voice channels. The results included a 50% reduction in live agents needed for chat, a 40% decrease in customer wait times, and a 30% reduction in average handle time, significantly improving efficiency and customer satisfaction.

Florida Prepaid