Case Study: Avetta achieves scalable customer support with Slalom

A Slalom Case Study

How Agentforce streamlines customer experience and operations

Avetta wanted to improve customer support after its menu-based chatbots left users frustrated, often unable to find answers and still needing live agents. The result was a poor containment rate, lower customer satisfaction, and limited internal efficiency. Avetta worked with Slalom and Salesforce tools, including Agentforce and Service Cloud Voice, to address these issues.

Slalom helped Avetta build a stronger knowledge base and implement a generative AI agent that could understand customer intent, search multiple articles, and respond in clear, natural language. By pairing this with Service Cloud Voice, Avetta aimed to help agents resolve inbound calls more efficiently in real time. The solution was designed to improve scalability, reduce reliance on manual support, and deliver better customer experiences, with the goal of increasing containment and satisfaction.

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