Transforming Customer Service with Salesforce and Agentforce
Key Highlights
300 agents enabled
Customer service reps were equipped with real-time AI across omnichannel queues.
6 AI use cases in production
AI-powered chat, voice, classification, and copilot capabilities went live across the service organization.
~20M records migrated
Accounts, contacts, cases, and attachments migrated from the legacy platform with full history preserved.
Summary
The client replaced its legacy Oracle Service Cloud (OSC)/Five9 stack with an AI-first, Salesforce-native platform spanning roughly 300 agents across eight programs and nine cross-functional teams. The engagement rebuilt the client's core service cloud foundation, including omnichannel routing, entitlements, voice, case management, knowledge, and data migration, then layered on Agentforce and Einstein AI to deflect repetitive queries and augment customer service reps, all under full Einstein Trust Layer compliance.
Client overview
A global assessment organization modernizing service operations at scale
The client, a leading global educational assessment organization, develops and administers major standardized testing programs, serving candidates across more than 180 countries through over 9,000 testing locations. With 10+ testing programs and a customer service organization spanning roughly 300 agents across eight programs and nine cross-functional teams, the client needed to modernize its legacy contact center stack into an AI-first, Salesforce-native platform that could support its global scale.
Challenges
Legacy service operations limited scale, automation, and AI adoption
Operating on a legacy Oracle Service Cloud (OSC) and Five9 stack limited the ability to deflect repetitive queries, automate classification, or augment agents with real-time AI.
Serving roughly 300 customer service reps across programs and cross-functional teams, each with program-specific queues, SLAs, and access rules that needed to be rebuilt and standardized.
Legacy telephony limited omnichannel routing, after-hours deflection, and regional telephony compliance.
7,760+ legacy knowledge articles across 48 programs needed to be restructured before any AI layer could be built on top of them.
Migrating roughly 20 million accounts, contacts, cases, and attachments from Oracle with full history intact, all under strict Einstein Trust Layer compliance requirements.
Solution
Reimagining service operations with Salesforce and agentic AI
Zensar rebuilt the client's service operations on Salesforce Service Cloud, creating a unified foundation for approximately 300 agents across 8 programs and 9 cross-functional teams. The solution introduced omnichannel routing, program-specific entitlements and SLAs, Service Cloud Voice with Amazon Connect, streamlined case management, and a restructured knowledge base.
It also migrated approximately 20 million records and 2 million attachments from the legacy Oracle platform while preserving historical data. Building on this foundation, Zensar deployed Agentforce and Einstein AI capabilities spanning AI-powered chat and voice agents, automated case classification, real-time CSR assistance, AI-drafted responses, and intelligent knowledge recommendations, all governed through the Einstein Trust Layer.
Omnichannel routing and core service cloud
Rebuilt the service backbone with program-specific omnichannel queues, entitlements, SLA milestones, and Service Cloud Voice with Amazon Connect replacing the legacy telephony stack.
Knowledge and case management rebuild
Restructured 7,760+ legacy knowledge articles across 48 programs and rebuilt threaded case feed and email-to-case on the client's own domains.
Enterprise-scale data migration
Migrated roughly 20 million accounts, contacts, and cases plus two million attachments from Oracle, preserving full history.
Agentforce and Einstein AI layer
Deployed AI-first chat and voice agents, automatic case classification, a real-time CSR copilot, AI-drafted responses, and AI-recommended knowledge articles under Einstein Trust Layer compliance.
Solution enablers
AI-first chat and voice agents
An AI-first chat agent handles access across all testing programs via the client's knowledge base, and an AI voice agent serves as the intelligent first point of contact on the voice channel.
Real-time CSR copilot
Real-time guidance, intent detection, and next-best-action recommendations support customer service reps and supervisors.
Grounded, editable AI responses
AI-drafted, knowledge-grounded replies remain editable by agents before being sent, keeping a human in the loop.
Trust and compliance by design
The entire AI layer operates under full Einstein Trust Layer compliance, safeguarding customer data throughout.
Business impact
30%-40% AHT reduction
Average handle time dropped significantly as AI-first chat, voice, and copilot tools sped up resolution.
25%-35% deflection rate
A meaningful share of repetitive queries is now deflected before reaching a live agent.
Zero manual case tagging
Einstein Case Classification auto-classifies email- and web-to-case across every program.
Faster agent search and response
Einstein Recommended Articles and Assisted Responses cut the time agents spend searching for and drafting answers.
