How Thunai Automates Salesforce Case Disposition for a Fortune 100 Retailer

Client Overview

Our client is a Fortune 100 MRO retailer and distributor serving facility managers, property operators, and procurement teams across the United States.

Their customer service team deals with multiple contacts each day through different means of communication. And each of these requires documentation for everything that was discussed.

Since Salesforce was the center of their business operations, the client required a solution to capture case disposition documentation automatically on all channels.

The Challenges: Incomplete Records, No Cross-Channel View, No Sentiment Tracking

As interaction volumes climbed across calls, chat, and email, the gap between what happened in a conversation and what landed in the case record kept growing. Three problems built up across the team:

• Disposition Records That Missed the Full Story: Agents logged outcomes manually after every interaction. Under volume, entries were brief and incomplete, leaving managers with records that did not reflect how a ticket was handled or where the customer stood by the time the conversation closed out.
  
• No Unified View When Issues Crossed Channels: A single issue could play out across a call, a follow-up chat, and a closing email, but each sat in a separate log. Agents picking up mid-way had no full picture. As a result, case resolution often required unnecessary follow-ups and longer handling cycles.
  
• Sentiment Never Made It Into the Record: Frustration that built up during a call or chat went unlogged. Without Thunai Omni tracking sentiment across interactions and feeding that data into the disposition record, managers had no read on how a customer was feeling at any point during a case.

Our Intelligent Solution

We placed Thunai directly inside the client's Salesforce environment as a native LWC widget. Thunai ran across calls, chat, and email simultaneously, tracking interactions in real time and writing full disposition records into Salesforce the moment each conversation closed.

• Automated Case Disposition Across Every Channel: Thunai monitors every interaction and generates a complete disposition record on close. The issue, resolution, and channel are all captured without the agent logging anything. In doing this, every case record reflects what actually took place rather than a rushed post-call note.
  
• Live Sentiment Tracking via Thunai Omni: Thunai Omni picks up on customer sentiment as each conversation plays out and identifies sentiment trends and escalation signals throughout the interaction, as part of the case disposition output. With this, managers reviewing a closed case get a full read on how the customer felt at each stage of the interaction, not just the final outcome.
  
• Cross-Channel Cases Pulled Into One View: Where an issue touches more than one channel, Thunai pulls every interaction into a single connected record. A call, a follow-up chat, and a closing email all come together in one complete view. But on the other hand, single-channel cases are logged with the same accuracy and need no manual input from the agent.
  
• Manager-Ready Case Tracking via Thunai MCP: Every disposition record, sentiment tag, and channel log writes back into Salesforce automatically, giving team leads a full account of any case at any point without going back to individual agents.

Conclusion

By automating case disposition, consolidating cross-channel interactions, and capturing sentiment insights, Thunai helped the client improve case visibility, reduce administrative effort.

Thunai also helped provide support teams with a more complete understanding of every customer interaction.

With the cross-channel route, the risk of important context being lost across channels is significantly reduced

Better yet, Agents gain access to a consolidated interaction history before engaging with the customer when it comes into the hands of another agent. 

Also, the technical staff gets relieved from the job of building history and can deal with taking necessary action based on data.