Case Study
From Manual Qualification to Autonomous SDR: Agentic AI Transforms Global Lead Engagement
Download Case StudyIndustry: SaaS
Solution Stack: Salesforce Service Cloud, AgentForce, Marketo, and Freshdesk
The Challenges
The client, a provider of cloud-based tools for customer relationship management (CRM), IT service management (ITSM), and e-commerce marketing with over 70,000 customers worldwide, was facing several critical challenges in its lead capture process:
- High Sales Overhead: Sales Development Representatives (SDRs) were spending over 70% of their time manually qualifying inbound requests, regardless of intent or quality.
- User Drop-Off: A cumbersome, multi-page form for demo requests resulted in significant lead abandonment, negatively impacting conversion rates.
- Data Silos: Agents had to switch among Salesforce, email, and other tools to gather lead context, resulting in inefficiency and delayed follow-ups.
- Lack of Scalable Support: The previous system was unable to intelligently route inquiries based on language or region, resulting in bottlenecks as the company expanded globally.
Conclusion: A Blueprint for AI-Driven Engagement
Through the AgentForce project, Jade Global demonstrated its ability to design and deploy AI solutions that drive tangible business value by integrating AgentForce into Salesforce. Jade Global not only provided the client with an agent but also with an intelligent, scalable, and customer-centric framework for future growth. The solution has modernized their pre-sales journey, improved data quality, and empowered the sales team to focus on high-value conversations
The Solution: AgentForce – An Intelligent, Salesforce-Native Agent
Jade Global deployed an autonomous digital SDR powered by Agentforce, a sophisticated AI agent solution that operates autonomously within the Salesforce ecosystem. Key capabilities included:
Agentic AI Decision-Making:
- The Agent reasons through complex user intent using Salesforce’s Atlas Engine, enabling it to execute complex tasks such as qualifying leads and routing them appropriately.
- It dynamically context-switches between sales qualification and support triage without a human handoff, enabling dynamic qualification.
- Conditional routing enables the bot to determine whether to direct a user to a Marketo form, live agent queue, or self-service content based on the interaction.
Seamless System Integration:
- Salesforce Service Cloud: Central hub for messaging sessions and chat transcripts.
- Marketo: Real-time lead enrichment and validation to ensure data integrity and avoid spam.
- Freshdesk: Integrated widget for live agents, offering instant access to user support ticket history.
Human-Centric Conversational Flow:
- The user journey was transformed from a static form to a dynamic, two-way conversation, resulting in improved engagement.
- The bot collects user information in a natural, step-by-step manner, thereby reducing friction and enhancing the overall experience
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