ServiceAssistX
Agentforce Powered Customer Care Solution
Customer service teams are overwhelmed by rising case volumes, fragmented data, and inconsistent experiences. Xebia’s solution, ServiceAssistX, powered by Agentforce, turns Salesforce Service Cloud into an intelligent customer care engine. By automating case triage, assisting agents with real-time GenAI, and ensuring consistent engagement across every channel, ServiceAssistX delivers faster resolutions, reduces agent burden, and drives customer satisfaction at scale. As one of the select few Salesforce-certified Agentforce Partners, Xebia brings proven expertise in applying agentic AI to transform enterprise support.
The Business Challenge
Overwhelming Case Volumes
High inbound load across email, phone, chat, and social creates backlogs.
Fragmented Case Data
Critical details buried in threads, attachments, and notes delay resolution.
Agent Fatigue & Burnout
Agents spend time on triage and repetitive queries instead of solving problems.
Weak Knowledge Access
Limited or outdated assets lead to inconsistent and inaccurate responses.
Inconsistent Call Handling
Service experiences differ by agent tone, skill, and handling style.
Delayed Case Resolution
Manual triage, follow-ups, and delayed SME involvement prolong turnaround.
Key Features
Intelligent Case Management
Automates categorization, deduplication, spam detection, appointment scheduling, and recommends resolutions from historical cases.
Customer Engagement Intelligence
Summarizes interactions, analyzes sentiment, flags risks, and ensures contextual communication across channels.
Agent Assistance & Enablement
Provides instant Q&A from knowledge assets, next-best actions, and training based on real-time updates and guidelines.
Batch Automations & Insights
Enables automated case reassignments, sentiment/tone analysis, and dashboards for performance and resolution tracking.
The Business Impact
Improvement in First Response Time
Faster acknowledgment of customer issues.
65%
Reduction in Average Handling Time
Cases resolved quicker with AI-driven support.
75%
Reduction in Manual Agent Effort
Routine tasks automated, freeing agents for complex cases.
80%
Accuracy in Knowledge Articles
Reliable, AI-curated responses improve consistency.
90%
Consistent Call Handling
Standardized tone and quality across conversations.
Improved Customer Experience
Enhanced FCR (First Contact Resolution) and more empathetic interactions.
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