4A Consulting

Enhancing Customer Service Case Management with AI-Powered Automation

AI-Powered Automation

International Humanitarian Organization Focused on Emergency Aid Objective: Streamline and enhance customer service by implementing an AI-powered case management system to improve case review, triage, and resolution. The solution focused on delivering intelligent automation, personalized communication, and seamless collaboration between automated systems and human agents. Scope of Work and Services Provided Key Challenges and Solutions […]

International Humanitarian Organization Focused on Emergency Aid

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Case Management Integration

Integrated the AI-powered solution with Salesforce Case Management for smooth tracking, management, and escalation of customer cases.

AI-Driven Categorization and Responses

Automated categorization of incoming cases based on nature and provided personalized acknowledgment messages using prompt templates.

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Semantic Search for FAQs

Leveraged Azure AI Search to enable semantic search, retrieving accurate answers for FAQs and resolving cases instantly.

Knowledge Base and Resolution Generation

Generated step-by-step solutions for complex cases using a structured knowledge base.

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Guardrails for Accuracy

Implemented mechanisms to prevent hallucinations, ensuring response accuracy and alignment with source material.

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Escalation Workflow

Automated the escalation of unresolved cases to human agents in Salesforce, providing detailed summaries and references.

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Automation with Python

Automated interactions between Salesforce and Azure services with Python scripts, ensuring seamless operations.

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Ensuring Accuracy in Complex Cases

Integrated a structured knowledge base and designed workflows for AI-generated step-by-step solutions, ensuring reliable responses.

Preventing Hallucinations in AI Responses

Implemented guardrails to verify the groundedness and appropriateness of AI-generated responses, reducing speculative content.

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Seamless Escalation of Unresolved Cases

Created an automated escalation process to transfer unresolved cases to human agents in Salesforce with detailed summaries for faster resolutions.

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Intelligent Case Categorization

Replaced manual categorization with AI-driven automation, improving the speed and accuracy of identifying case types and generating responses.

Knowledge Base Integration

Automated responses for complex issues by integrating a structured knowledge base, reducing reliance on human agents.

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Seamless Escalation to Human Agents

Ensured unresolved or complex cases were escalated efficiently, providing agents with the necessary information for rapid resolution.

Guardrails for Accuracy and Relevance

Enhanced the reliability of AI-generated content by ensuring alignment with source material and relevance to customer queries.

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Case Management and Automation

Salesforce Case Management, PromptFlow

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Generative AI and Integration

Azure OpenAI Models

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Search and Retrieval

Azure AI Search

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Data Management and Automation

Python

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Infrastructure and Hosting

Microsoft Azure

Aspect Before After
Case Categorization Manual and time-intensive AI-driven, automated, and accurate
Response Times Slower due to manual efforts Real-time responses for common issues
Escalation Workflow Fragmented and manual Seamless, automated with detailed summaries
Scalability Limited during peak periods Easily scaled to handle increased volume

Reduced response times for FAQs and common issues.

Enhanced customer satisfaction through personalized, context-aware responses.

Increased operational efficiency by automating case triage and resolution.

Scaled effectively to handle peak case volumes.

Conclusion

The AI-powered case management solution significantly enhanced the American Red Cross’s ability to manage and resolve customer service cases efficiently. By automating case categorization, resolution generation, and escalation, the organization delivered personalized, accurate responses in real-time, improving both customer satisfaction and operational efficiency. The integration of Azure OpenAI, Azure AI Search, Salesforce, and Python scripting resulted in a scalable, future-ready system to support the evolving needs of the organization’s diverse customer base.

Let us help modernize your customer service operations with an AI-powered case management solution today!

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