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

Challenge

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 New agents averaged 14 minutes per case resolution, relying on outdated documentation and tribal knowledge from colleagues. The company had 8 years of historical case data — over 1.2 million resolved cases — sitting unused in Salesforce, while agents repeatedly solved the same problems from scratch. Customer satisfaction scores had dropped to 3.1 out of 5 as wait times increased, and agent onboarding took 12 weeks before new hires could handle cases independently.

Solution

Engineering Square deployed Service Wisdom AI+, its proprietary AI knowledge platform, directly integrated into the client's Salesforce environment. The locally-running AI script 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 was embedded directly into the case and opportunity layouts, allowing agents to surface relevant articles in real time as they worked cases. The system used flexible AI model integration — adapting to the client's preferred LLM — combined with RAG (Retrieval-Augmented Generation) to ensure responses were grounded in actual company data, not generic AI outputs. As agents resolved new cases, the knowledge base expanded automatically, capturing institutional knowledge in perpetuity.

Results

• 62% reduction in average case resolution time — from 14 minutes to 5.3 minutes per case
• Customer satisfaction (CSAT) improved from 3.1 to 4.4 out of 5 within 90 days
• Agent onboarding time reduced from 12 weeks to 4 weeks with AI-assisted knowledge access
• 100% of institutional knowledge preserved and searchable — eliminating single points of failure from staff turnover
• Over 18,000 knowledge articles auto-generated from 8 years of historical case data

Technologies