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Zero Copy Data Strategy For Salesforce Leaders
Your data pipeline costs are high because duplication is still the default.
01 — Challenge
Rising inquiry volume, no 24/7 coverage, agents buried in repetitive work
A regional mid-sized bank was getting hit with a rising wave of customer questions across phone, email, and the website — and support started falling behind fast. With no 24/7 coverage and repetitive requests draining agent time, satisfaction was falling and contact center costs were climbing.
- Growing inquiry volume: across phone, email, and web — volume was outpacing team capacity.
- Slow response times: the team could not keep up, leading to long queue times for straightforward requests.
- No 24/7 support coverage: customers with urgent banking questions had no option outside business hours.
- Repetitive questions overloading agents: balance enquiries, card limits, and branch hours consumed a disproportionate share of agent time.
- Agents pulled away from complex cases: high-value, high-complexity cases were being delayed by routine work.
- Declining satisfaction and rising costs: slower service was pushing CSAT down while contact center costs continued to increase.
02 — Solution
24/7 Einstein AI support layer on Salesforce Financial Services Cloud
The bank rolled out Salesforce Financial Services Cloud with Einstein AI to modernise support — launching a 24/7 chatbot on web and mobile, auto-triaging complex cases to the right specialists, connecting to internal systems for personalised answers, and guiding agents with next best actions from a unified customer view.
Unified agent console in Salesforce Financial Services Cloud — full customer history, Einstein suggestions, and case context in one view.
1
Salesforce Financial Services Cloud as the Support Hub
Unified customer profile and interaction history
Put all service work in one place with a unified customer profile and full interaction history. Gave teams a single workspace to handle cases and see complete context — no more switching between systems mid-call.
2
Einstein Chatbot for 24/7 Self-Service
Routine questions handled automatically, around the clock
Deployed an Einstein chatbot on web and mobile to answer frequent questions in natural language using the bank's knowledge base and scripted scenarios. The bot resolves simple requests automatically and deflects repetitive inquiries — without agent involvement.
3
Einstein Case Classification for Smart Triage
Complex cases routed to the right specialist instantly
Implemented Einstein Case Classification to classify complex inquiries immediately after case creation, routing to the right specialist queue or team based on predicted fields — reducing misroutes and escalation delays.
4
MuleSoft and API Integrations for Personalised Answers
Live banking data in bot responses after identity checks
Connected internal banking systems securely through APIs via MuleSoft. The chatbot can now return verified, personalised information — account status, transaction history, card limits — directly in bot replies after identity verification.
5
Einstein Next Best Action to Guide Agents
Context-based recommendations surfaced during every interaction
Einstein Next Best Action surfaces context-based recommended next steps and relevant product suggestions during agent calls and chats. Agents can accept a recommendation and launch the right flow or action directly from the console.
"Our agents were spending half their day answering the same five questions. After the Einstein deployment, they spend their time on the cases that actually need a human — and our CSAT went up by a third."
Before TrueSolv, our contact centre was stuck in a loop — volume going up, team staying the same size, and every agent frustrated by how many times a day they answered a balance enquiry. The chatbot handles those now. The routing means complex cases land with the right person immediately. And the Next Best Action feature has genuinely changed how our agents work — they're more confident and faster. The 24/7 coverage was the thing our customers noticed first.
KW
Karen W.
Head of Customer Support · Regional US Bank
04 — Results
Automation up, agent workload down, customers happier
After the AI rollout, the bank saw immediate wins across automation, speed, and customer experience — with the chatbot taking a meaningful chunk of routine work off agents so the team could focus on higher-complexity cases.
1 in 3 Requests Automated
Every third typical customer request is now handled automatically by the chatbot, without any agent involvement.
First Response Time: Hours → Minutes
Average first response time dropped dramatically — routine requests are resolved in the same session without queue time.
+33% Customer Satisfaction
CSAT increased by a third, driven by faster, more consistent support across all hours of the day.
Positive ROI in Under a Year
Staffing efficiency improvements and better customer retention delivered payback within the first year of deployment.
05 — Technologies
Built with
Salesforce Financial Services Cloud
Einstein AI Chatbot
Einstein Case Classification
Einstein Next Best Action
MuleSoft
REST API Integration
Agentforce
For Banks & Financial Services Companies
Your support team shouldn't spend
half their day on the same five questions.
If your contact centre is drowning in repetitive requests while complex cases queue behind them, we'll deploy an Einstein AI layer that handles the routine automatically — and routes everything else to the right person instantly.
Einstein chatbot on web and mobile
24/7 self-service for routine requests
Smart case classification and routing
MuleSoft / API integration with core banking
Einstein Next Best Action for agents
Salesforce Financial Services Cloud setup
