Autonomous Customer Support with Agentforce for a SaaS Platform
Technology
What They Were Facing
NovaBridge, a B2B SaaS company with 4,500 customers and 85,000 end users, was scaling rapidly but its support operation was not keeping pace. The 35-person support team handled 12,000+ tickets per month with an average first response time of 6 hours and resolution time of 3.2 days. Hiring was not solving the problem — the complexity of the product required months of agent training, and customer satisfaction was declining as the company scaled. The leadership team needed a way to handle routine support autonomously while ensuring complex issues still received expert human attention.
How We Solved It
AQBEE deployed Agentforce as the first line of customer support, with autonomous AI agents capable of resolving common issues end-to-end. The agents were grounded in NovaBridge's knowledge base of 2,000+ articles using RAG, with Flow-based actions to execute account operations (password resets, subscription changes, data exports, configuration adjustments). Intelligent escalation rules ensured complex issues were routed to human agents with full conversation context and AI-suggested resolution paths. The Agentforce deployment was integrated with Slack for internal collaboration, enabling case swarming for complex technical issues. Service Cloud Einstein provided case classification, priority prediction, and next-best-action recommendations for human agents handling escalated cases.
The Impact
58% of inbound support requests are now resolved autonomously by Agentforce without any human intervention, up from 0%.
Average first response time dropped from 6 hours to under 30 seconds for all channels, with Agentforce providing immediate, contextual responses.
CSAT improved from 74 to 92, with customers rating Agentforce-resolved cases at 89 satisfaction — comparable to human agent resolution scores.
Cost per ticket reduced by 64%, enabling NovaBridge to scale to 7,000 customers without increasing support headcount.
“We were sceptical about AI handling customer support for a complex technical product. AQBEE proved us wrong. The Agentforce agents resolve password resets and configuration issues faster than our best human agents, and they do it 24/7 in five languages. Our human team now focuses on the hard problems where they add the most value, and their job satisfaction has actually improved.”
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