Case studies

How we structure real-world engagements.

Representative patterns from the kinds of AI agent programs we deliver.

These are representative engagement patterns that show how we typically approach this work. Contact us to discuss experience relevant to your organization.

Government & Public Sector

A constituent service agent for a benefits program

AgentforceService CloudAgentforce Voice

The situation

A benefits program's contact center is overwhelmed by eligibility and application-status questions. Callers wait, and caseworkers spend hours on routine lookups instead of complex cases.

Our approach

A readiness sprint to score use cases and review knowledge, then an agent that uses Agent Script for identity verification and status checks, grounded in approved policy content and case data.

What we deliver

A web and voice agent that answers eligibility and status questions, opens cases with full context, hands off to caseworkers and reports resolution and escalation rates weekly.

Healthcare & Life Sciences

A patient access agent for a multi-site clinic network

AgentforceHealth CloudData 360MuleSoft

The situation

Scheduling, referral and insurance questions flood phone lines, and coordinators re-key information between the scheduling system and CRM.

Our approach

Unified patient context in Data 360, integration with scheduling through MuleSoft, strict permission design and a staged rollout starting with one specialty.

What we deliver

A patient access agent for scheduling and referral status, coordinator summaries, automated follow-up tasks and observability dashboards for quality review.

Manufacturing

A dealer service agent connected to ERP

AgentforceMuleSoft Agent FabricExperience Cloud

The situation

Dealers email and call for order status, pricing and warranty answers held in ERP, creating a growing backlog for the channel team.

Our approach

Order, pricing and warranty capabilities exposed as governed APIs and MCP tools, registered in Agent Fabric, with Agent Script enforcing warranty approval rules.

What we deliver

A partner portal and Slack agent for dealers, warranty claim triage with human approval above thresholds, and an agent registry the IT team controls.

Let’s talk

Facing a similar challenge?

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