AI-Powered Virtual Service Advisor

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  High-Level architecture diagram

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  Use case diagram - 1

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  Use case diagram - 3

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  Use case diagram - 2

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  Future scope - Highlighted use case is completed

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  Data model diagram

##AI-Powered Automobile Service Advisor Project Documentation This document outlines the complete solution developed for the Salesforce Agentforce Hackathon focused on the Automobile Industry, specifically targeting customer support, predictive maintenance, driving behavior insights, and roadside assistance.

##Project Overview The goal is to enhance customer experience and operational efficiency by using AI-powered virtual service agents and Salesforce automation, enabling intelligent support across various vehicle service-related use cases.

##Use Cases Implemented

1. Roadside Assistance Handling o Real-time interaction with customers via AI messaging component and portal. o Provide self service steps, Safety tips and Next steps. o Case creation and escalation flow for roadside support.

2. Driving Coaching o Detection of risky driving behaviors like harsh braking, speeding, lane departure. o Email notifications with safety tips. o Automated scheduling of coaching appointments with technicians. o Automated appointment scheduling for vehicle condition. o Automated appointment scheduling for spareparts replacement.

3. IoT & Predictive Maintenance o Use of sensor data to detect issues like air filter clogging, coolant overheating, brake wear, oil degradation. o Automated email generation based on AI-flagged problems. o Proactive appointment scheduling with technician.

##System Architecture Diagram

[Refer attached project document] Shows integration between Vehicle IoT, AI Engine, Salesforce Service Cloud, and Customer Portal.

##Use Case Interaction Diagrams

[Refer attached project document] Illustrates communication flow between Customer → AI Assistant → Service Agent → Technician.

##Data model Diagram

[Refer attached project document]

##Key Technologies Used • Salesforce Service Cloud for case management, workflows, and portal. • Salesforce Prompt template to suggest self service tips, safety tips and next step based on the data from Knowledge articles. • Salesforce Prompt template to Classify the driving stype, create next steps and analyse the pattern to write a review. • Salesforce Prompt template to generate the email body content based by understanding the Issues. • IoT Integration & AI system Integration for receiving real-time vehicle data. • AI-based Virtual Assistant for natural language understanding.

##Roles Involved • Customer: Initiates interaction via portal/chat. • AI Assistant: Handles queries, identifies issues, initiates case creation. • Service Agent: Reviews AI escalations, provides additional support. • Technician: Follows up on appointments and resolves reported issues.

##Future Scope

[Refer attached project document]

##Acknowledgments This project was developed as part of the Salesforce Agentforce Hackathon, with inspiration from real-world automobile service challenges.

For feedback, collaborations, or a demo, feel free to connect!

Built With

• agentforce
• salesforce
• salesforceflow