Case Study: a leading learning sciences organization reduces chats transferred to agents by 45% with OneReach AI

Leading Learning Sciences Organization Achieves 45% Reduction in Chats Transferred to Human Agents with Agentic AI

A leading learning sciences organization faced the challenge of managing dozens of disparate global web locations and customer touchpoints. They needed to integrate their Salesforce chat and CRM systems to improve customer experience and reduce contact center volumes, despite a lack of existing customer data. To address this, they partnered with OneReach to implement a Customer Service AI Agent.

OneReach created a highly trained AI Agent integrated with the Salesforce agent UI and CRM. This solution, leveraging capabilities like intent recognition and a native voice stack, operates across voice, webchat, and messaging. The implementation delivered a 45% reduction in chats transferred to human agents, a 26% increase in self-service, and a 10% improvement in call deflection for the organization.