Retail & E-commerce
One Agentforce agent on one channel, proven before expanding
A single agent on web chat now resolves most order-status requests end to end. The second use case was funded by the first, on evidence rather than a business case.
62%Order-status containment
5 wksFrom scope to live
-31%Tier-1 ticket volume
What was not working
Tier-1 support was dominated by order-status questions. A previous scripted chatbot answered them without ever checking an order, so customers asked again in a ticket.
What we did
- Chose one use case — order status — on volume and low ambiguity.
- Grounded the agent in live order records rather than knowledge articles.
- Designed guardrails and a human handover path before launch.
- Instrumented containment, escalation and post-escalation handle time from day one.
Where it landed
A single agent on web chat now resolves most order-status requests end to end. The second use case was funded by the first, on evidence rather than a business case.
“It handles the boring thing perfectly, which frees the team for the calls that actually need a person.”