The story
A telecommunications provider handling massive contact center volumes, where complex bill comparisons account for nearly half of all customer inquiries.
Agents needed to cross-reference data from legacy CRM systems with hundreds of pages of troubleshooting documentation to explain bill fluctuations. Strict security protocols for outsourced teams further complicated this workflow, as different agents required different levels of data access.
The company launched an AI agent through a 40-person pilot to refine prompt engineering and interface formats before wider deployment. MuleSoft APIs standardize data from legacy billing systems while Data 360 indexes knowledge articles to surface precise answers for agents. The interface transforms complex raw data into scannable tables, allowing reps to quickly explain bill changes while automatically enforcing security permissions.
Quotes
“We have first-party data from our legacy CRM and billing systems. We have troubleshooting and diagnostic data and hundreds of pages of documentation. All of that is crucial when our service reps are talking to customers. We had to make sure every piece of that data was exposed to Agentforce.”
The company
DIRECTV
directv.comSatellite and streaming television service provider.
Scope & timeline
- 10 weeks from ideation to launch