Fintech Company Case Study
Transforming Customer Support with an NLP – Powered Einstein Bot
Case Details
Industry: Fintech, specializing in financial operations
Company Revenue: ~ $1.2B
Solutions Implemented: Salesforce Service Cloud
Users: 50+
Project Duration: 4 Months
Delivery Model: Integrated partnership, working as an extension of the client team across the US and India.
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Business Challenges
- The existing legacy bot was being retired and was no longer reliable.
- NLP accuracy was weak, resulting in a low F1 score and poor intent detection.
- Customers were frequently routed to the wrong queues or agents.
- Overall bot experience felt outdated and inconsistent, affecting customer satisfaction.
- High dependency on manual intervention because the bot couldn’t understand or guide users properly.
Bluvium Solution
- Migrated the standard legacy bot to an Enhanced Einstein Bot aligned with the new design and conversation architecture.
- Implemented self-service flows so customers could resolve common issues without waiting for an agent.
- Enabled NLP-driven interactions to improve understanding, intent detection, and smoother dialogue.
- Built custom Pre-Chat Lightning Web Components (LWCs) for richer user input before starting a chat.
- Integrated the components into Embedded Service Deployment for the Community Direct Site, ensuring a seamless user experience.
- Structured the bot with a clear fallback strategy, improved training phrases, and better routing rules.
Business Value Delivered
- Significant improvement in F1 score and NLP accuracy, reducing customer frustration.
- Drastically fewer misrouted conversations, leading to faster resolutions and better agent productivity.
- Customers could self-serve for basic issues, reducing overall chat volume for support teams.
- Modern, consistent bot experience that aligns with Salesforce’s current capabilities and future roadmap.
- Reduced operational effort, improved containment rate, and better analytics for ongoing bot optimization.
