Case Triage Service Agent
Automotive
250+ employees
BigSolve built an Agentforce Service Agent that has classified 50,000+ inbound cases at 95%+ accuracy — replacing manual triage with an LLM agent that acts autonomously.
The Challenge
An online used-car buyer's customer support team handles a steady volume of inbound Email and SMS cases — most of them offer cancellations, the rest a mix of status inquiries and auto-reply noise. Routing each case correctly required human triage on every message.
Before partnering with BigSolve, classification ran on a rigid Flow with hard-coded keyword matching, while resolution depended on agents reading every case to decide whether to cancel an offer, escalate for review, or close it out.
They needed an AI-native triage layer inside Salesforce — one that could read free-text customer messages, classify intent reliably, and act on the routine paths without pulling an agent in.
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Summary
An Agentforce Service Agent that classifies inbound cases and executes the right action — cancel, review, or close — autonomously, with its reasoning posted to each Case's Chatter feed.
Differentiator
Measured rollout — ran the classifier headlessly across thousands of real cases until accuracy crossed 95%, then promoted to a full Service Agent only when the data justified it.
Process Overview
Mapped the support team's inbound case patterns and the legacy triage flow's failure modes.
Built a Flow + Prompt Builder classifier and ran it headlessly to measure real accuracy.
Iterated the prompt template until classification crossed the 95%+ benchmark.
Promoted the proven classifier into an Agentforce Service Agent with autonomous actions.
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