Case Studies

ChatBot Implementation into Salesforce


  • This project was to implement a Custom ChatBot into Salesforce that allows customers to ask queries/ issues or get information using Live chat feature on website and it also allows agents on service cloud to resolve custom queries using chat feature. Also, it should auto answer the common queries and provide required information to customer automatic.


  • 24/7 Availability
  • Instant Customer Service
  • Auto answers based on keywords and workflows
  • Should allow user to Log a case using Auto chat

Solution Delivered

  • Developed IVA (intelligent virtual assistant)ChatBot using the platform and integrated the chatbot into Salesforce Service cloud and website.
  • It reduces the amount of phone calls that come in at the service desk every day by automating relatively simple questions that are asked frequently and can be answered easily by looking up information in the back-end system based on information that can be retrieved from the customer by asking a couple of questions.
  • Implemented the following functionality in the chatbot:
    • Auto suggest answers to customer based on keyword and workflow defined in backend.
    • Getting generate the case into Case object with case description
    • Attached Knowledge base links to allow customer to retrieve the information by asking a question defined in Bot workflows.
ChatBot Implementation into Salesforce