Now let’s look at a different example
Posted: Thu Mar 27, 2025 6:42 am
Contact centers: from cost centers to revenue generators
reimagine your contact center as a revenue generator
from ai to case management, this is an insider's guide to tools, trends, and tactics making the difference for contact centers.
with nation-wide web to see how ai assistive agents help the service rep close out a case when a customer surfaces a completely new problem.
Nation-wide’s customer austin has slow internet and calls to student data troubleshoot. He’s connected to tawni, a service rep who asks for his router and modem details. Tawni runs through a few common scenarios based on similar cases, but none work for austin’s setup.
Tawni decides to try something new. She asks austin to do a full-system reboot through the nation-wide web mobile app. Tawni can focus all her attention on austin, because nation-wide has incorporated voice as a digital channel into the salesforce platform. That means tawni gets real-time call transcription, so she doesn’t have to take notes.
Tawni’s new solution works. After the full reboot, austin’s internet speeds are back to normal and the case is closed. Agentforce generates a case summary with all the key information, including austin’s router and modem setup, and how tawni solved this issue with a reboot.
reimagine your contact center as a revenue generator
from ai to case management, this is an insider's guide to tools, trends, and tactics making the difference for contact centers.
with nation-wide web to see how ai assistive agents help the service rep close out a case when a customer surfaces a completely new problem.
Nation-wide’s customer austin has slow internet and calls to student data troubleshoot. He’s connected to tawni, a service rep who asks for his router and modem details. Tawni runs through a few common scenarios based on similar cases, but none work for austin’s setup.
Tawni decides to try something new. She asks austin to do a full-system reboot through the nation-wide web mobile app. Tawni can focus all her attention on austin, because nation-wide has incorporated voice as a digital channel into the salesforce platform. That means tawni gets real-time call transcription, so she doesn’t have to take notes.
Tawni’s new solution works. After the full reboot, austin’s internet speeds are back to normal and the case is closed. Agentforce generates a case summary with all the key information, including austin’s router and modem setup, and how tawni solved this issue with a reboot.