Cutting Resolution Time by 62% with AI-Powered Knowledge Intelligence

A national insurance provider with over 2,000 service agents was losing critical institutional knowledge as senior staff retired. New agents averaged 14 minutes per case, leaning on stale documentation and tribal knowledge. Eight years of history — 1.2 million resolved cases — sat unused in Salesforce while agents re-solved the same problems from scratch. CSAT had slipped to 3.1 out of 5, and onboarding took 12 weeks before a new hire could work cases independently.

We deployed Service Wisdom AI+, our proprietary knowledge platform, directly into the client's Salesforce environment. A locally-running pipeline processed 1.2 million historical cases and opportunities, extracting resolution patterns, troubleshooting steps, and edge-case handling into a dynamic, searchable knowledge base. A custom Knowledge Search Component embedded in the case and opportunity layouts surfaced relevant articles in real time as agents worked. RAG grounded every response in the client's own data — never generic model output — and the knowledge base expanded automatically as new cases were resolved, capturing institutional knowledge in perpetuity.

• Average case resolution time dropped 62%, from 14 minutes to 5.3 minutes
• Customer satisfaction rose from 3.1 to 4.4 out of 5 within 90 days
• Agent onboarding compressed from 12 weeks to 4 weeks with AI-assisted knowledge access
• 100% of institutional knowledge preserved and searchable, removing single points of failure from staff turnover
• Over 18,000 knowledge articles auto-generated from eight years of case history