Madison Energy Infrastructure’s team was searching for a way to deflect the quantity of help requests coming directly to their customer service team.
Madison Energy Infrastructure’s team was looking to increase automation related to their payment process. Customers often need assistance or clarification with their invoices and payments. These inquiries tend to be repetitive, and the team’s time could be better spent on more complex requests or tasks. While considering this challenge, Madison Energy Infrastructure was also in the process of revamping their payment process with Trifecta’s Stripe Payment Launchpad. Their newly optimized portal was the perfect environment to begin a solution for reducing help requests.
Trifecta aimed to integrate automated support services into their new payment portal with Agentforce.
In Madison Energy Infrastructure customers’ payment portal, Agentforce would be available for 24/7 customer support. Customers would no longer need to call a service representative for their questions or requests. Agentforce would be available to chat with for support.
This provides faster and more convenient inquiries for customers while reducing the volume of support requests that Madison Energy Infrastructure’s service teams need to balance. This would allow service representatives to focus on cases that needed escalation, or other responsibilities that can take priority in their day-to-day schedules. Customers will still receive valuable responses through Agentforce because of its vast knowledge base and ability to provide personalized responses. Madison Energy Infrastructure was able to push their own knowledge base as unstructured data into Data Cloud to make it available for Agentforce, so that Agentforce could answer questions using it. Those questions would have normally been customer emails or phone calls.
Instant and Personalized Customer Service from Madi the AI Agent
Questions about your invoice? Receive immediate answers from Madi.
Trifecta implemented Madi – an AI Assistant for Madison Energy Infrastructure’s customers.
Agentforce has allowed Madison Energy Infrastructure to offer customers an easier way to get answers to their questions. Customers can chat with Agentforce and find responses to inquiries like:
- Why is my bill higher this month?
- When is my next payment due?
- Send me a copy of my invoice
- I want to talk to a person
Personalized Responses: The agent can give very specific answers after analyzing a customer’s account information and invoices. This ensures that each customer gets information that is accurate for them rather than directing them to a general FAQ page or giving an umbrella answer.
Reducing Requests: Agentforce can deflect requests from the support team by helping customers with any request they might have. This helps employees reduce their workload.
Constant Support: Agentforce operates 24/7 and can help customers in the payment portal outside of regular business hours. This increases customer satisfaction because an always-available AI agent eliminates the need to wait for help.
