Key Capabilities

Service AQ provides end-to-end automation the customer self-service and case operations. Key AI agent capabilities include:

Self‑Service AI Agent
  • Conversational AI virtual assistant for self-service navigation and issue resolution
  • Manages conversation, escalation, and action taking
Unified AI Search & Chat
  • One intelligent agent for search and chat
  • Modern, consistent experience across channels
Automated Service Replies
  • AI‑generated, context‑aware responses for email and chat
  • Grounded in case history and knowledge base content
Service Agent Copilot
  • Summarizes case history and details to accelerate understanding
  • Provides natural language and voice interface for case data management and reporting
Knowledge Automation
  • Automatically identifies content gaps and recommends updates
  • Keeps your KB accurate and continuously improving
Intelligent Routing
  • AI recommended case assignment
  • Dynamically responds to changes in workloads, availability and priorities
Reporting and Dashboards
  • Real-time visibility into key service delivery metrics and KPIs
  • AI agent performance tracking and effectiveness analytics
  • Natural language reporting and ad-hoc query
AI Roadmap Analysis
  • AI assisted analysis of process efficienty and improvement opportunities
  • ROI-based roadmap recommendations for process, teams and technology
Built On
  • Salesforce Salesforce
  • Service Cloud Service Cloud
  • Agentforce Agentforce

Key Benefits

Faster Resolution, Happier Customers

AI accelerates response times and reduces case handling friction. Customers get consistent, accurate answers 24/7.

Higher Agent Productivity

Intelligent assistance eliminates repetitive work. Agents focus on high‑value, relationship‑building tasks. Improves throughput and agent satisfaction.

Lower Cost per Case

Reduction of human effort per interaction and case. Enables scalability with lower incremental cost and on-boarding time.

Service Consistency & Personalization

Ensures customers receive consistent support across agents. Personalizes interactions through contextual AI insights, improving satisfaction and loyalty.

Process Visibility & Improvement

Improved transparency across service operations. Data-driven insights & recommendations accelerate decision making and progress.