VEV brings digital agents at your service

About VEV Romerike

VEV Romerike, a leading Norwegian fiber networking supplier for home and SOHO users, provides local power, TV, and internet services.

Challenges

VEV faced challenges in scaling customer support as demand increased, including slow resolution times, high agent workload, on legacy systems and limited capacity to deliver personalised, efficient service. These issues impacted customer satisfaction, operational efficiency, and opportunities for revenue growth.

VEV’s existing customer service model, while convenient for customers, faced several challenges. Their website chatbot and Facebook Messenger support channels relied heavily on live agents, leading to extended wait times and inefficient resource allocation. The customer service team often spent significant time manually retrieving information from multiple systems to address basic customer inquiries. Furthermore, customer support was limited to working hours, creating a backlog of unresolved issues in addition to real-time inquiries. 

Recognizing the need for a more efficient and scalable solution, and with an existing Salesforce infrastructure in place, VEV turned to Agentforce, Salesforce’s innovative platform for building and customizing autonomous AI agents. 

To help VEV leverage Agentforce, Salesforce recommended Cloud Odyssey, one of the few Salesforce partners with proven capabilities and use cases in Agentforce. 

Cloud Odyssey has implemented Agentforce in our Salesforce org, which is an older org with both new and legacy code. It has been an exciting yet well-organized process, where we have received valuable input and achieved an excellent result. The fact that we wanted everything in Norwegian was not an issue for Cloud Odyssey. We are the first in the world to have a Norwegian Agentforce, and we are, of course, very proud of that.
– Asbjørn Hj Basnes, CTO, VEV Romerike

Solutions

Cloud Odyssey worked closely with VEV to design and implement a tailored solution. They developed a groundbreaking Autonomous Service Agent (Digital Agent) that seamlessly integrates with VEV’s existing knowledge base. This AI-powered digital agent is designed to handle troubleshooting, outage updates, payment queries and plan upgrade inquiries, freeing up live agents to focus on more complex and nuanced customer needs. 

The digital agent operates 24/7, providing immediate assistance to customers via the website chat. For inquiries beyond its scope, the digital agent seamlessly connects the customer with a live agent. If such inquiries come through outside of VEV’s standard business hours, the digital agent creates a case for the customer support team to address the following working day. 

The next phase of the project involves integrating the digital agent with the Facebook Messenger channel, incorporating user verification for enhanced security and a smoother customer experience. 

By deploying Agentforce, VEV automated 30% of customer inquiries, reducing agent workload and improving efficiency. Resolution times improved by 40%, ensuring faster, more satisfying support experiences.