Using Thunai’s Integration With Salesforce to Automate Customer Support

The main problem with customers? They’re always looking for instant answers (no matter whether your agents are drowning in tickets).

The means support leaders face a HUGE problem: you’ve paid for Salesforce, yet CX automation STILL feels far off. 

Our support teams figured out a way to cut down Salesforce tickets by 60% with Thunai - allowing you to automate customer interactions on call, chat, and email, all while scoring calls and updating your database. Here’s how…

What is Agentforce?

Agentforce comes in as the answer from Salesforce to the slowdown in AI progress. This tool moves away from passive assistants. With AI agents now set out to act on their own. The system works to carry out tasks inside Salesforce. Most companies use Salesforce as a central hub, and with Agentforce, you can make that more of a hub smart.

Powered by the Atlas Reasoning Engine, Agentforce moves beyond basic chat to analyze user intent and execute complex plans like cancelling an order by checking return rules and triggering refund flows directly in the CRM.

Agentforce utilizes a "ReAct" looping pattern to handle ambiguity, intelligently stopping to ask clarifying questions if a specific step fails.

‍What are the Limitations of Agentforce?

Agentforce promises a new era of agents. A close look points out three big hurdles. These hold companies back from seeing value fast.

1. The High Cost of Usage Pricing

Salesforce uses a billing model based on usage. You pay about $2 for every chat. This sets up a money risk for support teams.

• Simple questions cost too much. A customer might ask about your hours, and you end up paying $2 for this answer. A standard FAQ page answers this for free.
• Failed chats drive up costs even more. Meaning your AI agent might try to help but fail, no doubt sending the user to a human.
• You pay for the AI, and you pay for the human. This drives up the price to serve by 20%. You must watch the resolution rate closely.

2. The Need for Perfect Data

Agentforce acts only as smart as the data it sees. Messy records trip it up. Duplicate contacts shut it down. The AI can have issues in cases where there is no unique ID for every person.

• You must clean up your data first. This calls for a Data Readiness Audit.
• You must clear out years of bad data. You must merge duplicate records.

3. High Setup Complexity

While many ads say this tool is ready to go. Real work can be a little harder, in some cases needing experts to set it up.

• People must write out prompts. Then fine-tune the instructions for the agent. Architects must build the flows that AI agents use to do work.
• Fixing bugs takes time. The system gives a log called a Reasoning Trace which can be complex for some to figure out.
• Admins turn into engineers to keep the bot on track, which can end up adding to your labor cost.

How Does Thunai Improve Automate Customer Support on Salesforce?

Connecting Thunai’s AI abilities with Salesforce changes a company's support center. Thunai securely links to your Salesforce system and API gateways.

This Salesforce AI connection then listens in on conversations as they happen. The system uses your existing knowledge base (which we call the Thunai Brain). This base holds internal documents, spreadsheets, and video files.

From this, Thunai figures out what the customer wants and makes use of contact center automation to help by:

1. Solving Your Data Overload With Thunai Brain

Managing data silos or even looking for information slows down resolution times and uses up a lot of your bandwith.

Which is why, Thunai’s Brain automatically goes through and unifies all your files into one source of truth. Making sure its not just a simple database.

Moreover, our system detects contextual conflicts across documents and surfaces these issues so humans can resolve them, making sure agents always have the right answer.

• Thunai ingests any file type, including audio and presentations, which becomes useful for complex technical support.
  
• For SaaS companies, it acts like ChatGPT but over enterprise data. This allows agents to generate documents instantly.
  
• This knowledge system organizes content into domains. This gives deep context for business decisions. This separates tenant-specific data for security.
  

2. Faster, More Accurate Information With Thunai Omni

In high-volume support centers, making a customer wait is not just frustrating. A long wait creates a negative sentiment that can ruin a relationship.

This is why Thunai’s Omni Co-Pilot provides real-time help that allows every agent to perform with high accuracy.

1. While an agent speaks with a customer on a Salesforce call, Thunai listens in using Active Listening.
   
2. This Salesforce AI connection then pops up relevant customer history. This card contains the verified context from the Brain and integrated applications.
   
3. For difficult calls where negative sentiment is detected, Thunai AI then alerts a manager, which allows them to barge in and take control of the call, email, or chat.
   

3. Automating Common Queries With Thunai Common Agent

Support teams spend a large part of their day dealing with repetitive manual workflows. With this Salesforce AI connection, you can set up smart agents. These agents manage actions across all your external apps.

Thunai's Common Agent plugs directly into your workflow. The agent acts as a visual engine behind your support making sure you design these flows using a drag-and-drop interface.

This allows the AI to deal with complex logic, so your team can then direct its attention to better customer success strategies.

• A non-technical manager can build agents using just AI prompts, for example, to create a specific ticket routing flow.
  
• The system connects with backend systems (via Thunai’s MCP Layer) to execute API calls. For example, updating a record in the CRM automatically.
  
• A SaaS AI agent can operate across text, voice calls, and email making sure there are human-like AI agents everywhere customers contact you 24/7.
  
  

4. Capturing Value from Every Interaction With Thunai Reflect AI

For high-growth SaaS companies, support tickets often contain hidden product insights. Manual reviews of these tickets take too long - which is why Thunai makes sure no feedback is lost.

Thunai's Reflect AI automatically joins the dots between customer complaints and product health.

• Thunai Reflect is more than a feedback form. The system aggregates insights from tools like Jira, and then the dashboard tracks bugs and feature health.
  
• The system automatically identifies regressions or hotspots. This makes trend analysis by your Product Managers a whole lot easier.
  
• This Salesforce AI connection also allows your team to close the loop. This means the system converts insights into tickets for engineering teams.
  

5. Turning Support Interactions into Revenue With Revenue AI

Making sure that 100% of customer conversations are reviewed for opportunities is a high priority. Manual quality checks can only review a small number of calls. Thunai’s Revenue AI watches every conversation.

This AI tool analyzes 100% of your Salesforce interactions to find hidden sales opportunities.

• This Salesforce AI connection automatically spots buying signals on customer calls. These include intent indicators defined by your organization.
  
• For SaaS, the system spots upsell opportunities. For example, a customer might mention a need that aligns with a higher tier.
  
• Thunai then automatically creates a high-confidence opportunity in your CRM. Salesforce is already connected via MCP. This lets your sales team follow up. The process turns your support center into a profit center.

Spend More Time Creating Better CX Experiences: Use Thunai to Automate Salesforce Interactions

Thunai speeds up fixes. This works 10 times faster. Plugging in Thunai unlocks real value. You keep costs down. You skip the hard setup of other tools.

Agents turn into advisors. They stop acting like data clerks. They act as personal shoppers. You use Thunai as the smart layer. This lets you skip the data cleaning. This step holds up many projects.

Using Thunai allows your team to focus on complex work. This builds loyalty. Thunai handles the boring work. The system tracks feedback. It finds revenue. 

Curious? Why not try it out! See how Thunai changes your support for free…

FAQs When Using Thunai With Salesforce for CX Automation

How does Thunai connect to Salesforce?

Thunai connects via the MCP. This stands for Multi Connect Protocol. This layer lets data move back and forth. Thunai pulls in history like past orders. The system uses this to help the AI. It can also write down new details in real time.

Is Thunai cheaper than Salesforce Agentforce?

Thunai is a better deal that lowers your total cost. Agentforce runs up bills with usage pricing, charging per chat. Thunai uses a set plan which covers the Brain and workflows, meaning you do not pay twice for mistakes.

Do I need to clean my Salesforce data before using Thunai?

Agentforce calls for a big audit. You must merge records. Thunai Brain takes in messy files. The system reads through PDFs and audio. You start up faster. You do not need to spend months on data cleanup.

Can Thunai handle voice calls or just chat?

Thunai deals with many channels. Omni handles calls and emails. The system works from one place. The AI listens in. It helps out humans on calls. It can also handle calls on its own.