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How CSL Used Agentforce on WhatsApp to Resolve 60% of Inquiries Across 7 Countries
Cloud Science Labs accelerated conversational support with Agentforce, Data 360, Service Cloud, and WhatsApp Integration for a retail conglomerate.
About The Project:
Cloud Science Labs deployed Agentforce, Data 360, Service Cloud & WhatsApp Integration for a Latin American retail conglomerate. The outcome 60% of WhatsApp service inquiries are now resolved autonomously by Agentforce. WhatsApp adoption as a service channel surged 71% within just 3 weeks of launch.
Industry:
Retail Latam
Project:
Agentforce Powered Transformation for Retail
About the Client:
A Latin American retail conglomerate.
The Challenge
A Latin American retail conglomerate is Latin America's largest retail conglomerate, operating across 7 countries including Chile, Peru, and Colombia. Customers increasingly expected service through WhatsApp the dominant communication channel in the region but the volume of inquiries, combined with the complexity of serving multiple countries and brands, made it impossible to scale with human agents alone. Response times were slow, consistency across countries was poor, and the cost of multilingual staffing was prohibitive.
The Agentforce Solution
Cloud Science Labs (CSL) designed and delivered the Agentforce solution:
Agentforce was deployed as a Spanish-language WhatsApp service agent, capable of autonomously resolving customer inquiries across all 7 countries and the client's full portfolio of retail and banking brands. Data 360 provides real-time customer and order context, while the platform manages conversations on order status, returns, product queries, and account inquiries all within the WhatsApp interface customers already use.
Technology used: Agentforce, Data 360, Service Cloud & WhatsApp Integration.
The Result
60% of WhatsApp service inquiries are now resolved autonomously by Agentforce.
WhatsApp adoption as a service channel surged 71% within just 3 weeks of launch.
Within 3 months, the volume of WhatsApp conversations tripled demonstrating both customer preference for the channel and trust in the AI-powered experience.
Quick Answers
Can Agentforce work for a retail business? Yes. CSL deployed Agentforce, Data 360, Service Cloud & WhatsApp Integration for a Latin American retail conglomerate.
What results can Agentforce realistically deliver? 60% of WhatsApp service inquiries are now resolved autonomously by Agentforce.
Which Salesforce technologies does this solution use? Agentforce, Data 360, Service Cloud & WhatsApp Integration.
Ready to Do the Same?
If support volume is straining your team or costing you sales, Cloud Science Labs can help you achieve similar results with Agentforce.
Book a free Agentforce assessment digital@cloudsciencelabs.com