Overview
Project Name: AgentForce Deployment
Client: Confidential (Fortune 500 Enterprise)
Implementing Team: Lattice Squad
Duration: 4 Months
Objective: Enhance customer service operations through AI-powered automation and intelligent agent assistance.
Background
The client, a leading enterprise in the financial services sector, was struggling with high volumes of support tickets, slow resolution times, and inconsistent customer experience. They sought an AI-first approach to optimize the efficiency of their support operations and empower human agents with real-time assistance.
Solution Overview: AgentForce
AgentForce is Lattice Squad’s proprietary AI-powered customer service automation platform. It combines the power of natural language processing, agent co-pilot intelligence, and process automation to streamline customer service workflows.
Key Features:
AI Agent Copilot for real-time support
Automated ticket classification and routing
Knowledge base integration with semantic search
Sentiment analysis and priority escalation
CRM and helpdesk integrations (Salesforce, Zendesk)
Implementation Phases
Phase 1: Discovery & Planning (Weeks 1–2)
Stakeholder Workshops: Understand key business pain points. Process Mapping: Charted out existing support workflows and SLAs. System Audit: Reviewed existing tools (Salesforce, Zendesk, internal KB).
Phase 2: Design & Configuration (Weeks 3–6)
AI Model Customization: Fine-tuned LLMs to client's support documentation and language tone. Data Integration: Connected AgentForce with CRM, ticketing system, and knowledge base. Workflow Design: Defined escalation logic, classification parameters, and automation triggers.
Phase 3: Pilot & Feedback (Weeks 7–10)
Pilot Launch: Rolled out AgentForce to 20 support agents. User Training: Conducted onboarding sessions and created training materials. Feedback Loops: Collected feedback via weekly sprint reviews and adjusted workflows accordingly.
Phase 4: Full Rollout & Optimization (Weeks 11–16)
Full Deployment: Activated AgentForce across all 150+ support agents. Performance Monitoring: Set up dashboards to track KPIs (resolution time, CSAT, FCR). Continuous Improvement: Implemented reinforcement learning from human feedback (RLHF) pipeline.
Results & Outcomes
| Metric | Before AgentForce | After AgentForce | Improvement |
|---|---|---|---|
| Average Response Time | 3 min | 45 sec | 🔻 75% |
| First Contact Resolution | 62% | 83% | 🔺 21% |
| Agent Productivity | 22 tickets/day | 36 tickets/day | 🔺 64% |
| CSAT Score | 3.9/5 | 4.5/5 | 🔺 +0.6 |
| Ticket Classification Accuracy | 71% | 96% | 🔺 25% |
Challenges & Lessons Learned
Data Quality: Historical support data needed cleansing for model training.
Change Management: Early agent resistance required proactive internal advocacy and education.
Security Compliance: Ensuring full SOC 2 compliance for data handling and storage.
Tech Stack
AgentForce Core: Built on LLMs (OpenAI + fine-tuned models)
Integrations: Salesforce, Zendesk, Slack
Monitoring: Kibana, Prometheus, custom dashboards
Security: SOC 2 Type II, GDPR compliant
Future Roadmap
Multilingual Support: Expansion to 5 new languages by Q4.
Voice Agent Integration: Embed voice-to-text workflows via Twilio integration.
Proactive Support: Predictive ticketing using customer behavioral insights.
Client Testimonial
Conclusion
The successful implementation of AgentForce by Lattice Squad showcases how AI-driven support automation can meaningfully enhance both agent productivity and customer satisfaction. The partnership resulted in not only operational efficiency but also strategic insights into customer behavior and support trends.