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AI-powered customer service in B2C and B2B across more than 50 markets

Agentforce - Service Cloud

Retail

Results

-35% Average case handling time
7 Active AI capabilities (5 B2C + 2 B2B)
+50 Markets served in 12+ languages with automatic translation
4 Channels unified in one console (chat, email, WhatsApp, voice)
+28% First-contact resolution rate
+100 Real-time order visibility inside the case (SFCC integration)

Do you want the same results for your company?

Solutions

  • Agentforce for Service as an AI layer inside Service Cloud: case summaries, intelligent reply suggestions, automatic inbound and outbound translation, knowledge article suggestions and real-time order lookup via SFCC integration
  • Omnichannel traceability across chat, email, WhatsApp and voice, unified in the same agent console
  • B2B rollout reusing the B2C Agentforce foundation (case summaries + automatic translation) without duplicating configuration
  • Human-in-the-loop guardrails keeping the agent in control of every customer-facing action

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Tell us your challenge

We are Horizon CX, a new generation of consultancy where talent, ambition and closeness come together to turn big ideas into projects that make a difference.

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