Business Challenge
A leading B2B car rental and mobility solutions provider faced inefficiencies in managing customer interactions related to booking cancellations, amendments, and re-bookings. These processes were entirely manual, often resulting in longer resolution times, inconsistent agent responses, and repetitive questioning. This not only impacted customer satisfaction but also strained support operations and service quality.
Merkle Solution
- Implemented solution using Salesforce Service Cloud and Agentforce to automate booking cancellations, amendments, and re-bookings.
- Configured custom Apex classes and agent actions to drive personalized, intent-based chat flows.
- Defined agent instructions to guide conversations, offering alternatives like rebooking or amendments before confirming cancellation.
- Used pre-built APIs to ensure data accuracy during amendments.
- Enabled modifying changes such as; email addresses, and flight details directly within the same chat.
- Captured booking details dynamically for rebooking – pickup/drop-off date, time, and location preferences.
- Reduced manual intervention and repetitive queries by simulating intelligent human-like interactions.
- Improved customer satisfaction with faster resolutions and a seamless self-service experience.
Technology
- Agentforce
- Salesforce Apex
