- Virtual Assistant Built in Just 12 Days
- AI Handles 50% of Customer Cases, Freeing Up Human Agents
- Unified Data 360 and Slackbot Drive Unprecedented Efficiency
Engine, a rapidly scaling modern travel and spend management platform, has leveraged Salesforce's cutting-edge AI capabilities to transform its operations, moving from manual bottlenecks to an automated, human-augmented support system.
Facing explosive growth and a support team overwhelmed by 300 daily cancellations, Engine recognized the limitations of its existing tools. The challenge was clear: find a ubiquitous platform that could seamlessly integrate all operations and scale with the company's rapid expansion. The answer came in Salesforce, identified as the essential operating system to unify their disparate processes.
The journey began with an ambitious goal: to build a virtual assistant. Leveraging Salesforce's Agent Force Builder, Engine's team, including key player Dimitri, developed 'Ada' in a remarkable 12 days. This rapid deployment, facilitated by intuitive tools and resources like Trailhead, allowed them to quickly test and refine the AI before customer rollout. The success of Ada paved the way for 'Eva,' a more advanced virtual assistant.
Eva's impact has been profound, now handling an impressive 50% of all customer cases. This significant automation frees up human representatives to focus on more complex, high-value interactions, drastically improving efficiency and job satisfaction. Engine's commitment to AI extends beyond customer-facing roles, with five agents now assisting across various internal and external functions. The foundation for this success lies in a robust data infrastructure; Data 360 ensures unified data, while Slackbot acts as an extension of the knowledge base, providing instant answers and empowering employees.
The shift at Engine represents a new paradigm: 'humans with agents,' not 'humans versus agents.' This collaborative approach has yielded tangible benefits: increased CSAT scores, reduced operational costs, and faster, more accurate customer responses. The company unequivocally states there's no trade-off, underscoring a deep belief in the agentic enterprise. For any business currently running on Salesforce, the message is clear: adopting its AI capabilities is not just an option, but a critical necessity for future growth and competitive advantage.
“It's no longer humans versus agents, it's humans with agents. CSAT goes up, costs to deliver go down, customers are happier, we're getting them answers faster. What's the trade-off? There's no trade-off.”
