Agentforce Deflects 60% of Tier-1 Support Queries for NBFC with 180K Customers
NBFC / Financial Services
18 branches, 180,000 customers
Agentforce, Einstein Bots, Service Cloud
11 weeks to production
The Challenge
This NBFC had grown rapidly to 180,000 customers across 18 branches, but its customer service infrastructure had not scaled with it. The contact centre was handling 4,500+ inbound queries per day, with 65% of those being simple tier-1 requests: loan status, EMI due dates, KYC update requests, and branch location queries.
Hiring kept pace temporarily, but cost-per-resolution was climbing and customer satisfaction was declining. The COO was skeptical about AI — the team had been burned by a chatbot implementation two years earlier that customers consistently bypassed to reach human agents. The bar for WarpDrive was a working prototype before any commitment.
What WarpDrive Did
WarpDrive delivered a working Agentforce prototype in 3 weeks — handling the 8 highest-volume query types on a sandbox connected to the client’s loan management system. The prototype was presented to the COO and a panel of experienced contact centre agents who were invited to challenge it. It passed.
Production implementation followed: Agentforce and Einstein Bots deployed on Service Cloud, connected to the loan management system, KYC database, and WhatsApp Business API. The escalation design was critical — the AI was configured to immediately hand off to a human agent when confidence scores dropped below threshold, with full context transfer so customers did not have to repeat themselves.
A 30-day supervised rollout began with the Agentforce handling only the 3 query types where it had highest confidence. Coverage expanded to 8 query types over the following 6 weeks as performance was validated at each step.
The Results
By week 11, Agentforce was autonomously resolving 60% of all tier-1 queries without human intervention. Cost-per-resolution dropped 44%. Customer satisfaction scores improved 22 points — counterintuitively, customers preferred the AI for simple queries because response was instant, 24/7, and did not require hold time.
Human agents now handled a higher proportion of complex, high-value queries — improving job satisfaction and reducing repetitive-task fatigue. The contact centre team was retained and upskilled, not reduced.
“We were skeptical about Agentforce — it felt like a buzzword. WarpDrive showed us a working prototype in 3 weeks and had it in production in 11. Our cost-per-resolution is down 44%. The board now wants Agentforce in every customer-facing function.”
— COO, NBFC · 180,000 customers
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