Scalable Call Deflection with Agentforce Agents - RuleSixPack #3

Don't they seem efficient? They are!

A flood of repetitive, menial calls was slowing everything down. Now, agents take the front line — and reps focus on complex cases.

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The Challenge

Large Credit Union (approx. 350 employees) was facing a critical issue: High call center volume, much of which was for basic questions. This challenge wasn’t just an operational nuisance—it was overloading their call center, affecting every member, but certainly avoidable.

How We Solved It

Using Salesforce’s Service Cloud, Agentforce Bots, Experience Cloud, and Data Cloud, we designed a solution using Agentforce Agents + core banking integration + XCloud where members could interact with the Agent prior to accessing a live rep. This was then put into practice by 40% deflection rate within 60 days, resulting in uplifted member satisfaction, hours saved daily per support rep, and the empowerment of being able to focus on the challenging problems at hand.

What This Replaced

Previously, this process was entirely human-powered. It relied on Tier-1 call agents answering repeat inquiries, often leading to delays, errors, or time wasted that could be impactful elsewhere. Adding Agents to do the simple tasks (evolving to the more sophisticated asks over time) created almost instant value.

The Result

The estimated value created from this change: $400K/year in reduced call center cost.

• 80,000 Tier-1 calls/year

• $5/call cost saved

≈ $400K/year operational savings

Could This Be You?

If you're struggling with high call center volume for basic questions, it's likely that similar tools and design patterns could dramatically simplify your workflows, too. Let’s talk about how to bring that efficiency to your business.

Be sure to review the rest of the RuleSixPack of Use Cases!

Contact Rule Six Consulting Services