Measured outcomes
38% deflection rate via conversational AI
CSAT 4.7/5.0 (was 3.9/5.0)
Per-contact cost down 32%
Average handle time down 22% on escalated calls (full context preserved)
A specialty retailer with 800 stores ran customer service on a legacy contact-center stack with no omnichannel context. A customer could call, chat, and email about the same issue and create three disconnected cases.
Service Cloud unified case management with omnichannel context. Einstein conversational AI handles top-30 intents (order status, returns, store-locator). Knowledge base re-architected so agents and AI both surface the same authoritative answers.
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