UK Rail Organization Established a 24x7 AI-Driven Support Model with Agentforce, Reducing Costs by 40%

Coforge partnered with a leading UK-based rail industry membership organization to modernize its customer support operations through AI-driven automation. The organization required a scalable, always-on support model to handle high volumes of service requests, including refunds, tracking, and customer updates. By implementing an Agentforce-powered automation framework integrated with Salesforce Service Cloud, Coforge enabled a hybrid support model combining self-service, AI-assisted workflows, and agent-led resolution. The transformation improved efficiency, reduced costs, and delivered a consistent, high-quality customer experience across channels.

Business Impact

• Delivered 24x7 customer support through scalable AI-driven automation

• Reduced manual workload and operational costs with intelligent workflows

• Improved customer experience with faster and more consistent responses

• Enhanced data accuracy and visibility for better decision-making

• Enabled a future-ready, multichannel support ecosystem

Coforge enabled the client to shift from reactive, manual customer support to an AI-driven, always-on service model powered by Salesforce Service Cloud and Agentforce AI. By combining intelligent automation, seamless integrations, and a hybrid support approach, the organization achieved faster resolutions, lower costs, and a consistently high-quality customer experience.

With a scalable, multichannel support ecosystem in place, the client is now equipped to handle growing service demand, improve operational efficiency, and deliver smarter, more responsive customer engagement at scale.