About the Client
The client is a customer experience technology provider offering businesses tools to enhance support operations, collect real-time feedback, and improve customer satisfaction. Their platform, built on Salesforce Service Cloud, leverages automation and AI to increase Net Promoter Score (NPS), boost advocacy, and drive smarter decision-making across customer touchpoints.
Challenge
The client needed a way to turn customer feedback into actionable insights within Salesforce. Their existing setup relied heavily on manual processes, which made it difficult to:
- Automate post-interaction surveys and feedback collection
- Identify sentiment or service gaps in real time
- Consolidate data from cases, forms, and surveys in one system
- Provide leadership with analytics dashboards to track satisfaction trends
Without integrated AI capabilities, teams struggled to connect data insights to business actions.
Solution
RT Dynamic developed and continues to enhance an AI-powered Salesforce framework that unifies automation, feedback analysis, and reporting.
Key Deliverables:
- AI-Driven Query Management: Natural Language Processing (NLP) to classify and prioritize customer support tickets.
- Automated Feedback Loops: Real-time surveys triggered after every service interaction.
- Einstein Analytics Dashboards: Visual tracking of sentiment, NPS, and performance KPIs.
- Workflow Automation: Smart rules for ticket routing, escalation, and follow-up tasks.
- Custom Integrations: Twilio and REST APIs for instant notifications and data exchange.
By embedding intelligence directly within Salesforce, the client gained a single system that automates customer insights and eliminates manual intervention.
Impact
- 60% reduction in manual data handling and feedback tracking
- Faster case resolution through automated triage workflows
- Actionable insights delivered instantly to leadership dashboards
- Improved customer satisfaction and loyalty metrics across accounts
The collaboration demonstrated how Salesforce automation and AI can elevate support operations from reactive to proactive - creating a foundation for scalable, insight-driven engagement.
Results
- End-to-end automation of feedback collection within Salesforce
- Real-time visibility into customer sentiment and service trends
- Early detection of recurring issues through predictive analytics
- Increased operational efficiency and measurable business growth
The client continues to work with RT Dynamic on expanding AI modules, predictive analysis, and multilingual NLP capabilities across their global operations.
Bring AI to your Salesforce ecosystem.
Build intelligent customer engagement workflows that automate feedback, surface insights, and drive satisfaction.
