AI-Powered Customer Support Automation with

Automatically understand intent, urgency, and sentiment from long and complex customer messages.

Create, classify, route, and summarize support tickets directly within Salesforce Service Cloud.

Support growing ticket volumes with a future-ready, low-maintenance AI system.

Support agents spent excessive time reading and analyzing long customer messages, leading to delays and inconsistent prioritization.

Existing Salesforce routing logic frequently misclassified tickets, increasing rework and resolution time.

Lengthy conversations made it difficult to identify the core issue quickly, slowing first response and resolution.

Manual-first workflows could not keep pace with increasing support demand.

Implemented NLP models integrated with Salesforce Service Cloud to analyze intent, sentiment, urgency, and complexity automatically.

Built a custom automation pipeline using Salesforce APIs, Apex, and Node.js to convert incoming queries into structured Salesforce cases with AI-generated tags.

Configured adaptive Salesforce Flows using AI-assisted logic to route cases based on issue complexity, customer type, and product category.

Deployed an LLM-powered summarization engine to generate concise, actionable summaries—allowing agents to respond faster with full context.