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How CSL Used Agentforce to Deflect 40% of Support Cases for the World's Largest Learning Company
Cloud Science Labs connected learning ecosystems with Agentforce, Data 360, Service Cloud, Sales Cloud, Marketing Cloud, and MuleSoft globally.
About The Project:
Cloud Science Labs deployed Agentforce, Data 360, Service Cloud, Sales Cloud, Marketing Cloud & MuleSoft for a global education company, the world's largest learning company serving over 200 countries. The outcome Agentforce is anticipated to deflect 40% of all support cases autonomously, significantly reducing the burden on the client's global service teams. Virtual school onboarding is expected to be 50% faster removing friction at the critical point when new students first engage with the client's learning platforms.
Industry:
Education Publishing
Project:
Agentforce Powered Transformation for Education
About the Client:
A global education company, the world's largest learning company serving over 200 countries.
The Challenge
A global education company, the world's largest learning company serving over 200 countries, faced the challenge of supporting learners at every stage of their educational journey from enrollment to completion across a vast and diverse product portfolio. High volumes of repetitive support inquiries consumed significant service team capacity, while the complexity of serving millions of learners with personalised, relevant experiences was beyond the reach of manual processes. Virtual school onboarding was particularly slow, creating friction at a critical moment in the learner journey.
The Agentforce Solution
Cloud Science Labs (CSL) designed and delivered the Agentforce solution:
Agentforce was deployed to deflect repetitive support cases autonomously, allowing human specialists to focus on complex learner needs. Data 360 unified student data across the client's global product portfolio, enabling personalised learning journey recommendations and lifecycle-based support. MuleSoft connects the client's diverse systems into a single data fabric, while Marketing Cloud and Sales Cloud power targeted student engagement at every stage.
Technology used: Agentforce, Data 360, Service Cloud, Sales Cloud, Marketing Cloud & MuleSoft.
The Result
Agentforce is anticipated to deflect 40% of all support cases autonomously, significantly reducing the burden on the client's global service teams.
Virtual school onboarding is expected to be 50% faster removing friction at the critical point when new students first engage with the client's learning platforms.
Quick Answers
Can Agentforce work for a education business? Yes. CSL deployed Agentforce, Data 360, Service Cloud, Sales Cloud, Marketing Cloud & MuleSoft for a global education company, the world's largest learning company serving over 200 countries.
What results can Agentforce realistically deliver? Agentforce is anticipated to deflect 40% of all support cases autonomously, significantly reducing the burden on the client's global service teams.
Which Salesforce technologies does this solution use? Agentforce, Data 360, Service Cloud, Sales Cloud, Marketing Cloud & MuleSoft.
Ready to Do the Same?
If inquiries are going unanswered and conversions are leaking, Cloud Science Labs can help you achieve similar results with Agentforce.
Book a free Agentforce assessment digital@cloudsciencelabs.com