Agentforce Deployment
Unboxx Technologies deployed Salesforce Agentforce for a leading U.S. health insurer, one of the first large-scale autonomous AI implementations in insurance.
Unboxx Technologies has deployed Salesforce Agentforce for a leading U.S. health insurance provider, marking one of the first few large-scale enterprise implementations of autonomous AI agents in the insurance sector.
Scope
- Client: Regional US-based health insurance provider.
- Volume: ~5k to ~10k customer support tickets per month.
- Objective: Reduce manual case load, accelerate service resolution, and improve compliance across high-volume processes.
- Customer Support Categories: 10 key operational topics, including Renewals, New Policies, Policy Cancellation, and Certificates, among others.
Execution
- Implemented Agentforce powered by Salesforce in conjunction with Data Cloud, Sales Cloud, Service Cloud, and Marketing Cloud.
- Configured Topic-Specific Autonomous Agents using Salesforce Agent Builder, each designed with domain-specific instructions, workflows, and escalation protocols.
- Integrated with legacy systems through APIs to allow real-time claims and policy data acces.
- Deployed Omni-Channel Flows for seamless human handoff on complex cases
Accomplishments
- 60% of customer support tickets are now handled autonomously by Agentforce
- 24/7 customer support now enabled, transitioning from a 9-to-5 service model to continuous, around-the-clock responsiveness
- Average resolution time reduced from hours to minutes for routine service types
- Manual routing and triage load reduced by 65%
- Operational cost savings: Estimated 40% to 60% reduction in annual servicing costs
Agentforce Impact
- Cost Efficiency: Fewer FTEs required for repetitive service work, reducing per-ticket costs.
- Scalability: Operations can now absorb up to 5x volume without additional hiring.
- Strategic Control: Every agent action is logged, traceable, and compliant, removing the trade-off between automation and auditability.