Sarcouncil Journal of Engineering and Computer Sciences

Abstract: The proliferation of artificial intelligence in enterprise customer service operations has fundamentally transformed customer experience management, with organizations deploying sophisticated AI-powered agents to augment human service representatives and optimize operational efficiency. This technical review article proposes a comprehensive framework architecture for deploying Salesforce Agentforce capabilities in enterprise customer support operations. The framework integrates Einstein Bots for conversational AI with Next Best Action recommendation engines to create an intelligent service orchestration layer bridging automated self-service and human-assisted support. The architectural foundation encompasses natural language understanding for intent classification and entity extraction, dialogue management systems for conversation orchestration, predictive analytics for customer behavior modeling, and recommendation systems for action optimization. The proposed layered architecture consists of customer interaction layers managing omnichannel touchpoints, AI orchestration layers coordinating conversational agents and decision engines, intelligence layers providing machine learning capabilities, integration layers connecting to enterprise systems, and analytics layers enabling continuous performance monitoring. Deployment occurs in phases, beginning with assessments and design; then a pilot deployment; then, production deployment at scale, and ending with optimization. Deployments in production across various industries, including financial services, telecommunications, healthcare technology, and e-commerce, demonstrate technical feasibility and business value, citing operational efficiencies related to automation rates, handle time, and customer satisfaction improvement while proving to be economical with reasonable payback ratios.