This 2025 case study describes how an e-commerce provider serving millions of customers improved online customer support by replacing a legacy chat tool that could not use its existing knowledge base, forcing most inquiries to live agents and increasing wait times. Brillio implemented Salesforce AgentForce AI agents, first proving the solution in sandbox environments with structured testing and migration before production deployment, designed to require minimal time and little to no customization. Integrated via Salesforce Omni-Channel and Embedded Service, the AI agents answer FAQs from knowledge articles, provide case status, and update cases and contact details, with prompt templates and actions to retrieve additional information when needed. Results included over 80% accuracy (from 0%

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