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Salesforce Omni

Enterprise ConsultingCustomer Service2026

Support tickets that used to sit in a queue now route themselves — the right case to the right agent, instantly, with AI handling the routine ones before a human ever sees them.

At a glance

  • Routing LatencyUnder 1.2 seconds
  • Cases Auto-Routed85%
  • EscalationSeamless hand-off to staff

Problem

Enterprise customer support teams faced high queue wait times due to manual case categorization and fragmented digital communication channels.

Solution

Designed automated routing that reads each incoming case and sends it straight to the right person, with an assistant resolving the routine ones and handing anything complex to staff without the customer repeating themselves.

Results & Impact

  • Reduced average case triage time by 85%
  • Seamless AI-to-human agent handoff for complex support inquiries
  • Enhanced customer satisfaction CSAT by +28%