Retail

Self-service that resolves 88% of conversations

SilvIA, a self-service agent on web and WhatsApp handling order tracking, invoice reissue, purchase validation and cancellations.

Agentforce · Data360 · Service Cloud

88.2%

Resolution rate

18,224

Conversations in June

70%

Handled via WhatsApp

8.8

Average satisfaction

+13,000

Extra conversations during the Cyber peak

Challenge

Rising order-status inquiry volume was overwhelming the support team, with resolution times slipping further during peak sales periods.

Proposed Agent

SilvIA, an AI-powered Agentforce assistant integrated with Service Cloud, enables ABC customers to track orders, manage purchases, request invoice reissues, complete satisfaction surveys, and seamlessly escalate to a human agent when needed.

Methodology

  1. Use Case Discovery: Prioritized the highest-impact customer journeys.
  2. Platform Integration: Connected Agentforce with Data360 and transactional systems.
  3. Omnichannel Rollout: Launched across Web, WhatsApp, and in-store QR codes.

Monthly conversations grew from 6,000 in April to 9,100 in May and 18,224 in June, including a surge of over 13,000 conversations during the Cyber peak — 70% of them handled via WhatsApp.