Every case, one clear view
Case resolution agent
The business and its pressure
A Nordic technology company builds software used by companies in dozens of industries around the world. Years of growth had layered hundreds of fields and related records onto every service case. Before anyone could help a customer, they had to reconstruct the story themselves, screen by screen. Experienced people spent their day navigating instead of solving, and onboarding new people meant teaching them the maze first.
What we built together
A case resolution agent that works where the team already works. It reads each incoming case, pulls account history and related records into one clear view, reads customer sentiment, and suggests the next step in plain language. People stay in charge of every reply. The agent runs inside the team's existing roles, permissions and governance, with Salesforce as the orchestrator underneath.
What changed
Support people now open a case and see the whole story at once. Case handling is faster, onboarding new people is easier, and handoffs between teams are smoother. Early feedback points to quicker answers, more confidence, and better visibility of progress. The company is now exploring where the agent can help next.
AI agents make the biggest impact when they reflect how teams actually work.