Service Cloud
AQBEE implements Service Cloud solutions that unify voice, chat, email, social, and self-service into a single agent workspace. With Einstein AI for case classification, next-best-action recommendations, and Agentforce autonomous resolution, we help enterprises reduce case handling time, boost CSAT scores, and scale support operations efficiently.
What We Deliver
Omnichannel Routing & Agent Workspace
Configure skills-based routing across chat, email, phone, social, and messaging channels with a unified agent console that surfaces complete customer context.
Einstein Case Classification & Routing
Automatically categorise, prioritise, and route incoming cases using NLP models trained on your historical case data, reducing manual triage effort by up to 70%.
Knowledge Management & Self-Service
Build an AI-powered knowledge base with Einstein Search, auto-suggested articles, and Experience Cloud self-service portals that deflect routine enquiries.
Field Service Management
Optimise dispatching, scheduling, and mobile workforce management with Field Service Lightning, including AI-driven appointment booking and predictive maintenance alerts.
Service Analytics & SLA Tracking
Monitor real-time KPIs — CSAT, FCR, AHT, SLA compliance — with pre-built Tableau CRM dashboards and Einstein Discovery anomaly detection.
Swarming & Incident Management
Enable cross-functional swarming for complex issues with Slack integration, incident tracking, and automated escalation workflows.
How We Apply It
AI-Driven Claims Triage for Insurance
An insurance carrier uses Einstein Case Classification to auto-categorise incoming claims by type, severity, and coverage line, routing complex claims to specialist adjusters and auto-approving low-risk claims.
Einstein NLP classification model trained on 500K+ historical claims, integrated with Agentforce for autonomous low-complexity claim resolution.
Proactive IoT Service for Manufacturing
A heavy-equipment manufacturer monitors sensor telemetry via Data Cloud and triggers predictive maintenance cases in Service Cloud before failures occur, reducing unplanned downtime by 45%.
Data Cloud streaming ingestion of IoT signals combined with Einstein Discovery predictive models to anticipate component failures.
Unified Support for Global SaaS Platform
A technology company consolidates 12 regional support queues into a single omnichannel Service Cloud instance with multilingual Einstein Bots, achieving 40% case deflection and 15-point CSAT improvement.
Einstein Bots with multilingual NLU, backed by Agentforce autonomous agents for tier-1 resolution and seamless handoff to human agents.
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