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Case Study

Global Telco Leader

Agentforce for elevated customer experience and service

At a glance

Leveraging Agentforce we enhanced customer UX and service experience for this global telco client.
Komatsu - the challenge

The Challenge

The client was struggling to provide quick resolutions to customer queries and wanted to build a more intuitive, comprehensive knowledge base for customer servicing. The client sought out a partnership with Infosys and Simplus to enhance its customer service experience with Agentic AI and enable reps to leverage Agents for more efficient operations.
Komatsu - the challenge

About Global Telco Leader

The client is a technology leader working in the communications industry to connect agencies and enterprises with top-tier wireless solutions.
Komatsu - the challenge

The Outcome

After working with the global Infosys Salesforce Practice, the client now has a digital assistant for customer query messaging and a Knowledge Agent to resolve custom customer problems, powered by Agentic AI. This has led to tremendous gains for the business’ efficiency and customer satisfaction, including:

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Improved case deflection

Enhanced customer experience

Increased staff productivity

More accurate customer service responses

A scalable AI strategy

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