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How CSL Used Agentforce to Automate Non-Emergency Inquiries and Flag High-Risk Cases for Police Forces

Cloud Science Labs streamlined public service operations with Agentforce, MuleSoft, Salesforce Platform, and Service Cloud for regional law enforcement agencies.

About The Project:


Cloud Science Labs deployed Agentforce, MuleSoft, Salesforce Platform & Service Cloud for regional law enforcement organizations together policing some of the most populous regions in England. The outcome Non-emergency inquiry handling has been substantially automated, freeing police operators to focus on critical and time-sensitive calls. High-risk situations are now detected automatically within routine inquiries and escalated instantly improving officer response times for emerging situations.

Industry:

Public Sector Law Enforcement

Project:

Agentforce Powered Transformation for Public Sector

About the Client:

Regional law enforcement organizations together policing some of the most populous regions in England.

The Challenge


Regional law enforcement organizations together policing some of the most populous regions in England were facing unsustainable volumes of non-emergency public inquiries that were overwhelming contact centre operators. With operators' time consumed by routine questions, there was a real risk that critical emergency escalations could be delayed. Victims of crime also lacked visibility into the status of their cases, generating additional unnecessary contact.

The Agentforce Solution


Cloud Science Labs (CSL) designed and delivered the Agentforce solution:


Agentforce was deployed to handle routine non-emergency inquiries, recommend appropriate next steps, and critically detect signals of high-risk or escalating situations within apparently routine conversations. MuleSoft connects Agentforce to the constabularies' back-end case management systems. Citizens can access a self-service portal to check case status, send messages to their assigned officer, and report non-emergency matters reducing inbound contact volumes significantly.


Technology used: Agentforce, MuleSoft, Salesforce Platform & Service Cloud.

The Result


  • Non-emergency inquiry handling has been substantially automated, freeing police operators to focus on critical and time-sensitive calls.

  • High-risk situations are now detected automatically within routine inquiries and escalated instantly improving officer response times for emerging situations.

  • Crime victims can check case status and communicate with officers 24 hours a day through the self-service portal, improving victim satisfaction and trust.

Quick Answers


  1. Can Agentforce work for a public sector business? Yes. CSL deployed Agentforce, MuleSoft, Salesforce Platform & Service Cloud for regional law enforcement organizations together policing some of the most populous regions in England.

  2. What results can Agentforce realistically deliver? Non-emergency inquiry handling has been substantially automated, freeing police operators to focus on critical and time-sensitive calls.

  3. Which Salesforce technologies does this solution use? Agentforce, MuleSoft, Salesforce Platform & Service Cloud.

Ready to Do the Same?

If this challenge sounds familiar in your business, Cloud Science Labs can help you achieve similar results with Agentforce.

Book a free Agentforce assessment digital@cloudsciencelabs.com

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