Insurance

80% resolved, live in a single month

TobIAs, an Agentforce assistant that answers FAQs from the public knowledge base, captures sales-intent opportunities, and escalates complex queries.

Agentforce

80%

Resolution rate

20K

Conversations in 5 months

47%

NPS

Challenge

Representatives spent significant time answering questions already covered by public information, and sales-intent signals surfaced during those conversations often went uncaptured.

Proposed Agent

TobIAs, an AI-powered Agentforce assistant, answers customer questions in real time, automatically creates CRM opportunities when purchase intent is detected, and seamlessly escalates complex inquiries to human representatives.

Methodology

  1. Rapid Delivery: Solution implemented in one month.
  2. Quality Assurance: Validated response accuracy before production.
  3. Controlled Rollout: Limited escalation to sensitive inquiries.

Five months into production, TobIAs has handled 15K conversations with an 80% resolution rate and a 50% NPS.