AI-Powered Case Intelligence Agent

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  Agentforce Case creation

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  Agentforce Case creation

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  Agentforce Case creation

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  Case creation completion

Inspiration

The inspiration for this project came from observing the communication challenges between Amplifon's customer service team and retail stores. Manual call transcription is time-consuming, case categorization is inconsistent, and customers often experience delayed responses due to siloed information. Working in a healthcare company where manual admin processes still prevail, I saw an opportunity to leverage Agentforce to bridge these gaps and create a seamless experience for both customers and support teams.

What it does

The Call Analysis Intelligence Agent uses AI to automatically analyze customer call transcripts from Five9, categorize hearing aid issues, and create properly structured cases in Salesforce. It connects disparate systems including Five9 (call center), Sycle (patient records), and Salesforce (case management) to create a unified workflow. The agent intelligently extracts relevant information from calls, pulls customer device data, and routes cases to appropriate store locations - all with minimal human intervention.

How we built it

I built this solution using Salesforce's Agentforce platform with the following components:

Custom flow architecture with call transcript analysis screens Issue categorization decision tree for different hearing aid problems (sound issues, battery problems, physical discomfort, etc.) Customized case creation screens for capturing device-specific information Integration points to connect with Five9 and Sycle data Confirmation workflows to validate created cases

The solution uses Salesforce Service Cloud objects and customized case records specifically designed for hearing healthcare. I created a comprehensive flow that guides agents from call reception to case resolution while minimizing manual data entry.

Challenges we ran into

As someone relatively new to Salesforce, I faced several challenges:

Learning Agentforce capabilities within a short timeframe Understanding the complexities of flow design and decision trees Creating realistic integration points to external systems Overcoming technical errors related to record creation and permissions Designing a system that demonstrates AI capabilities in a hackathon environment

Accomplishments that we're proud of

Despite these challenges, I'm proud of creating a functional end-to-end solution that:

Successfully categorizes hearing aid issues into appropriate categories Creates properly structured cases with all relevant information Demonstrates how AI can transform customer service operations Shows a clear "before and after" impact on efficiency and communication Addresses a real business need in the hearing healthcare industry

What we learned

This project taught me valuable lessons about:

The power of Agentforce for creating intelligent automation How to structure AI-assisted workflows for maximum efficiency The importance of specialized knowledge in healthcare applications Technical skills in Salesforce flow design and case management The transformative impact AI can have on customer service operations

What's next for AI-Powered Case Intelligence Agent

The next steps for this solution include:

Enhanced machine learning for more accurate issue categorization Full integration with Five9 call recording and real-time transcription Direct connectivity with Sycle for bidirectional patient data Expanded capabilities for handling complex multi-issue cases Deployment across additional Amplifon/Miracle Ear locations Analytics dashboard to track resolution times and customer satisfaction

Built With

• flowbuilder