About Client
The client is a leading Hawaii-based HR services provider dedicated to helping organizations hire, manage, and grow their workforce with a comprehensive suite of payroll, employee benefits, HR, and compliance solutions.
Business Context
Moving beyond automation to augmentation, AI can enable HR service providers to provide accurate information, insights and recommendations in near real-time. From employee records management to recruitment, payroll processing, performance management, benefits administration, and HR support services, the possibilities are enormous. Especially, a Gen-AI solution grounded in an organization’s unique data and metadata, can enable HR service providers to deeply understand business objectives and generate account summaries to increase customer agents’ productivity and efficiency.
Client Situation
As a trusted partner committed to their customers’ success, the client aimed to leverage Salesforce CoPilot actions to customize AI-generated summaries of key accounts. These summaries would include details from cases, voice call transcripts, email responses, NPS scores, open issues, and pain points, allowing agents to save time by providing a current and real-time account status. While the company was still in the process of fully developing its expertise in Salesforce Gen AI solutions and exploring new opportunities, it faced several challenges, including:
- The need for a right-fit solution to manage data capturing and complete account mapping
- Limited visibility into account details, leading to difficulties in knowledge management
- Time-consuming manual interventions for trivial tasks, which impacted productivity and efficiency
- The requirement to ground the prompt with appropriate CRM data
- The need to create the correct context size for the generated prompt to fit within limits
- The necessity to format the generated response to meet specific objectives
Solution Description
With a strong long-term relationship, Mastek is the client’s partner of choice due to our proven credentials as a Salesforce Preferred Partner and our excellent track record in the managed service space.
Additionally, Mastek iConnix, our Gen AI solutions portfolio, with 120+ AI assets, 4 AI platforms, and solution blueprints, demonstrates our deep and robust capabilities in the Gen AI space. Our offerings span across multi-faceted vectors: plan.ai, create.ai, orchestrate.ai, transform.ai, and deliver.ai. For this organization, we implemented this project under the ‘orchestrate.ai’ vector.
Our team, leveraging its Salesforce expertise, swiftly and thoroughly understood the company’s requirements, designing and implementing a turnkey solution utilizing Salesforce CoPilot.
By successfully deploying the Salesforce Einstein CoPilot action with the latest Salesforce Gen AI technology, we provided customer agents with a 360-degree view of their accounts. The following solution features enabled them to generate effective and comprehensive account summaries for our valued client’s key accounts:
- OpenAI LLMs
- Efficient customization with Prompt Engineering and Retrieval-Augmented Generation (RAG)
- Utilization of Salesforce Prompt Builder, Flow, and CoPilot action
Business Outcome
Our solution provided the client’s customer service agents with a comprehensive, 360-degree view of their accounts, enabling:
- Enhanced overall productivity and efficiency
- Improved visibility into accounts with better knowledge management
- AI-generated summaries of key account facts for customer service agents
- A more personalized understanding of key account information
- Faster resolution of cases through AI-generated summaries
- More accurate case resolution through AI-generated summaries
