Email-to-Case + AI : Salesforce Service Cloud Automation

What?

A plain-English guide on how AI can supercharge your Email-to-Case process in Salesforce, turning unstructured data into actionable insights.

Who?

Salesforce Admins, Service Cloud Product Owners, Customer Success & Service leaders, and anyone looking to elevate their Service Cloud experience.

Why?

-> Reduce case resolution time. Boost agent productivity. Improve customer satisfaction.

What can you do with it?

• Automate Case Context Extraction: Identify product, language, and sentiment from emails.
• Intelligent Case Prioritization & Routing: Route cases based on contextual richness.
• Provide AI-Powered Resolutions: Query knowledge base to suggest relevant articles.

3 Challenges with Email to Case

• Lack of Context

Emails are unstructured, lacking clear context about the case topic, product, or issue until manually reviewed.

Solution: Automatically Understanding Unstructured Email

• One by One - Manual & Linear Process

Remember those days of separate support emails – billing@, technical@? A nightmare for both you and your customers.

Without reading every email, there's no intelligent way to prioritize, rank, or route cases automatically.

Solution: Enabling Intelligent Prioritization and Routing

GPTfy analyzes emails and routes them to the right team, fast.

• Hidden Customer Sentiment

An angry email? A desperate plea for help? What is the customer sentiment, or frustration level?

Language barriers further complicate matters.

Solution: Providing Crucial Customer Context

GPTfy reads between the lines, picking up on customer sentiment, frustration level, or urgency.

Your Email-to-Case: Powered by AI

• When an email creates a case, GPTfy extracts the description, subject, and fields while masking sensitive data.
• It securely sends this data to your chosen LLM/AI model (Azure, GCP, AWS, Open AI, etc.).
• The AI identifies the product, language, and sentiment, provides a summary, and recommends resolutions by searching your knowledge base using a RAG (Retrieval Augmented Generation) Solution.
• GPTfy receives this enriched data and auto-updates the case with routing information (product, sentiment, area), the recommended resolution, and more - all in just 10-15 seconds!
• Existing or new routing rules can then assign these contextually rich cases to the right team.
• Agents review cases with AI's recommended resolution already suggested for quick validation and action.
• GPTfy can even generate empathetic email drafts aligned with the customer's sentiment.

Balanced Approach

Skip the massive knowledge base: Full automation requires a ton of data.

Here's the sweet spot: AI analyzes emails, suggests solutions, and reads customer sentiment. Agents review, decide, and add the human touch.

Bonus: GPTfy integrates with existing Salesforce Service Cloud workflows, prioritizing data privacy and security, and complying with regulations like GDPR and HIPAA.

For a more in-depth article with detailed explanations, click here.

TL;DR

Why AI?

• Emails lack context (what the issue is about).
• Manual process takes time and isn't efficient.
• Can't understand customer sentiment from emails.

How AI helps:

• Understands emails and extracts key info.
• Routes cases to the right team.
• Analyzes sentiment and suggests solutions.

Benefits:

• Faster case resolution.
• Happier customers.
• Less stress for service agents.

Get Started Now!

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