Deploy AI Agents on Every Channel
Meet customers where they are with instant, intelligent self-service.
Challenges You Face:
- Rising ticket volumes overwhelming human agents.
- Inconsistent support across chat, voice, and self-service portals.
- Lack of 24/7 availability for global customers.
How Softlogan Delivers Results:
- Self-Service Experience: Build AI-powered knowledge bases with Salesforce Knowledge and Einstein Article Recommendations.
- Digital Engagement: Deploy Einstein chatbots on websites, mobile apps, and WhatsApp to resolve common issues instantly.
- Voice AI: Integrate Amazon Connect or Twilio for intelligent call deflection and voice-based self-service.
- Visual Remote Assistant: Guide customers through technical fixes using AR tools and screen-sharing via Salesforce Field Service.
Softlogan’s Role: We configure omnichannel AI workflows that deflect 40%+ of routine tickets, freeing agents for complex cases.
Elevate Teams into Trusted Advisors
Turn support agents into proactive problem-solvers with AI insights.
Challenges You Face:
- Reactive support leading to low CSAT scores.
- Siloed data delaying issue resolution.
- Difficulty scaling service for enterprise clients.
How Softlogan Delivers Results:
- Customer Service Management: Equip teams with Service Console to view case history, IoT device data, and SLA metrics in one place.
- AI-Powered Chatbots: Use Einstein Bots to triage issues, schedule field visits, or escalate to live agents with full context.
- Team Productivity: Automate case routing, macros, and approvals with Salesforce Flow.
- Intelligent Service Operations: Predict escalations, identify root causes, and recommend fixes with Einstein AI analytics.
Softlogan’s Role: We integrate Service Cloud with DevOps tools (Jira, ServiceNow) and IoT platforms to turn support teams into technical advisors.
Seamlessly Connect Service from Contact Center to Field Bridge the gap between digital support and on-site expertise.
Challenges You Face:
- Disjointed workflows between remote agents and field technicians.
- Delays in dispatching experts for hardware or network issues.
- Poor visibility into field service performance.
How Softlogan Delivers Results:
- Omni-Channel Contact Center: Route cases to the right agent or technician using skills-based Einstein routing.
- Field Service Lightning: Optimize schedules, parts inventory, and technician GPS tracking for faster on-site resolutions.
- Employee Service: Resolve internal IT tickets (e.g., laptop repairs, access requests) with Salesforce Service Catalog.
Softlogan’s Role: We unify Service Cloud with ERP (SAP, Oracle) and IoT systems (e.g., equipment sensors) for end-to-end visibility.
Why Softlogan for Tech Service?
- Certified Service Experts: 80% of our team holds Salesforce Service Cloud and Field Service certifications.
- Pre-Built Accelerators: Jumpstart projects with:
- AI Chatbot Starter Kit (prebuilt scripts for SaaS/IT support)
- Field Service Playbook (scheduling templates, IoT integrations)
- Employee Service Catalog Templates
- Security & Compliance: GDPR, HIPAA, and SOC 2-ready configurations.
ROI Guaranteed: Clients average 35% faster resolution times and 25% higher CSAT scores.
Implementation Process
Scalable, Secure, and Collaborative:
- Discovery Workshop: Map customer journeys, SLAs, and IoT/ERP integrations.
- Build & Automate: Configure omnichannel AI, field service workflows, and employee portals.
- Launch & Optimize: Train teams, refine AI models, and ensure adoption.
Flexible Support Models
- Critical Fixes: Resolve service outages during product launches or cyberattacks.
- Hybrid Teams: Blend onshore architects with offshore admins for 24/7 coverage.
- Continuous Improvement: Quarterly reviews to enhance AI accuracy and field efficiency.
