Salesforce MVP Hall of Fame · Founded 2022
AI Customer Service Transformation
Cases, knowledge, and the channel the customer already uses. An agent on the repeats. A person on the exceptions.
Founded 2022 · MVP Hall of Fame · 200+ agents in production · UAE, India and US desks
The stack
How we would assemble it.
The honest no: if the work is a software factory with a named delivery date, we are the wrong partner.
Agentforce
Salesforce-native agents. Use when the work lives in the org.
Retell AI
Voice AI agents for customer service and sales.
OpenAI
GPT models and the Agents SDK. Azure OpenAI when you need it.
Cognee
Agentic memory so agents remember across sessions.
MuleSoft Agent Fabric
Orchestrate AI agents across your Salesforce ecosystem.
Before and after
The queue, before and after.
Today
With the agent
- Easy tickets bury hard ones
- Easy tickets answered with the article cited
- Answers pasted from the wiki
- Hard tickets reach a person sooner
- Handoffs start from zero
- Handoffs come with a summary
Spec, shadow, gate
How the first agent goes live.
One named job. A shadow run before any write.
Week one
The job on one page: inputs, the write, the limit, who approves, and what it may never do.
Before go-live
The agent acts as the person it works for, with their access. Knowledge and permissions checked before it takes a job.
Shadow run
Shadow
The agent runs beside the person and writes nothing. You compare its calls with theirs.
Go-live
Writes go live behind a human approval. The gate loosens only where the shadow run earned it.
Every week
Every run is logged. On the Run plan we read the transcripts every week and fix what went wrong.
For example
One desk, for example.
Example
COO at a Riyadh telecom reseller
Today: Billing questions fill the contact centre every month end.
After: Billing questions are answered from the account record. Disputes go to a person with the history attached.
The job
What has to be true.
Service desk
The brief
Send the situation.
Name the process. Name the object. The assessment is free: a short read of the org and a written note. If you go ahead, the first build week is a fixed AED/SAR 14,900 (about USD 4,050), credited in full when you sign the build within 60 days.