Agentforce in Action: Kudosity Deflects Enquiries with 24/7 AI Assistance
Customers expect answers in seconds, not minutes. If a business can’t keep up, they’ll go elsewhere. Kudosity, a global leader in SMS messaging, understood this challenge firsthand. They power critical communication notifications for businesses worldwide, from ride updates to travel details, ensuring customers stay informed in real-time.
But delivering fast, reliable support at a global scale wasn’t easy. Customers reached out across multiple channels, expecting quick resolutions for platform inquiries or troubleshooting. Keeping up with these high volumes while maintaining speed and accuracy became increasingly difficult.
As a company that puts customers first, Kudosity is no stranger to embracing innovative technology to meet these expectations. With fewer people willing to wait on hold, self-service and instant digital support became the new standard. To keep pace with growing demand, they needed a smarter, more efficient way to connect with customers, without overwhelming their team.
That’s where Agentforce, Salesforce’s Gen AI-powered agent, comes in. This smart, natural-language AI solution helps Kudosity resolve enquiries in real time, delivering seamless support while freeing teams to focus on more complex tasks.
Solving Customers’ Problems. Instantly.
Need a quick answer? No need to wait—just ask the AI agent!
Imagine you’re a new user of Kudosity’s messaging platform. Suddenly, your boss drops a list of 10,000 people you need to send a marketing SMS to—within the next hour. You open the platform, but there’s just one problem: you have no idea how to upload these contacts. Feeling the stress kick in?
Don’t panic—Kudosity has you covered. Instead of scrambling through pages of documentation or waiting for support, just ask Agentforce’s AI assistant, Emily. She’ll instantly guide you through the process, showing you how to upload contacts via CSV and send messages in just a few clicks. No guesswork, no wasted time.
With Agentforce, users get immediate, step-by-step guidance—right when they need it. No more delays, no more manual searching—just fast, effortless solutions.
Your Product Expert, Available for Your Customers 24/7
Agentforce understands when customers need more details. Whether they’re clarifying the same topic or exploring related information, the AI naturally responds in a way that feels helpful and human-like, ensuring the best possible support.
By intelligently recognising customer needs and pulling relevant insights from the knowledge base, it keeps conversations flowing seamlessly—just like a real product expert.
Handling Typos with Intelligence
Typos? No problem! Agentforce understands what you mean and delivers the right answer—ensuring a smooth experience every time.
Real Results, Real Impact
Kudosity is already seeing the benefits:
- More Case Deflection: Customers get the answers they need without waiting for a human agent.
- Faster Response Times: No more delays in resolving straightforward issues.
- Optimised Agent Resources: Freeing up human agents to focus on high-value, complex customer needs.
Automating the Everyday to Empower Contact Centres
Is your contact centre overwhelmed with simple queries your FAQs or knowledge base could answer? Kudosity was, and we helped them turn this challenge into an opportunity to innovate. See Agentforce in action:
✅ Available 24/7
✅ Responds in human-like speech
✅ Can perform actions like booking appointments, further streamlining the customer experience.
Your Turn to Transform
At ProQuest Consulting, we specialise in driving value with Salesforce solutions. With Agentforce, we’re helping businesses like Kudosity deliver faster resolutions and enhanced customer experiences.
Ready to deliver 24/7, AI-driven customer support? As Australia’s leader in Salesforce AI solutions, ProQuest Consulting can help you implement Agentforce to improve response times, deflect cases, and free up your agents for more valuable work. Let’s talk about how you can get started today.
