Episode 11 - A Smarter Way to Get Help: The Community Support Agent

[00:00:00] Speaker A: Welcome back to the rec room, the AI podcast from tractionrec, bringing you all. [00:00:04] Speaker B: The feature updates and news from our amazing team. [00:00:06] Speaker A: It is so great to be back. And today, wow, we are jumping straight into something that I think solves a huge pain point for, well, just about everyone. [00:00:17] Speaker B: Waiting for answers. [00:00:18] Speaker A: Exactly. Waiting. I know that pain. I think I once spent a solid 45 minutes just, you know, digging for the right document on how to customize a question form. [00:00:28] Speaker B: We've all been there. [00:00:28] Speaker A: And that's what we're talking about today, right? The always on community support agent. The whole idea is to make that kind of support instant. [00:00:34] Speaker B: Precisely. This is really the next big step in making support feel effortless. It's an AI powered assistant built natively on Salesforce. Agent Force. [00:00:44] Speaker A: Okay, Agent Force, for those of us not totally deep in the Salesforce architecture, what does that mean in practice? [00:00:50] Speaker B: I mean, think of it as the foundation. It's the framework that, that lets this AI live securely inside the platform you already use every single day. [00:00:59] Speaker A: Got it. So let's unpack that. For a user, the main goal here isn't just about being fast, is it? It's more about empowerment. [00:01:06] Speaker B: That's the core mission. We want to slash the time Steph spends just searching for things which would. [00:01:11] Speaker A: Speed up onboarding for new people, I'd imagine. [00:01:13] Speaker B: Huge for onboarding, but it also empowers your seasoned users, your power users to just get things done faster. [00:01:20] Speaker A: So what are the, like, the key principles that make it work? [00:01:23] Speaker B: Well, there are three main things we focused on 24. 7. Availability. It's always there, obviously. Second, ease of use. It has to be intuitive. You just ask it a question. And the third, this one is critical accuracy and clarity. The whole point is to get clean, step by step guidance you can actually trust. It's all about improving user confidence. [00:01:44] Speaker A: The clarity piece is huge. But I have to ask, if the AI is just trained on our knowledge base, how do we make sure it doesn't just, you know, repeat an old inefficient workflow? It found a support ticket from five years ago. [00:01:59] Speaker B: That is a fantastic question. And it really gets to the core of the tech and the trust behind it. We don't just point a generic AI at our docs. It's built to be a reliable partner and it uses two key things to do that. First, it uses onnx. [00:02:13] Speaker A: Onyx. Yep. Think of Onix like a. A very strict librarian. It makes sure the AI only pulls information from our vetted knowledge, our official documentation. [00:02:25] Speaker B: So it's grounded. It can't just make stuff up. [00:02:28] Speaker A: Exactly. That grounding prevents what people call, you know, Hallucinations. [00:02:32] Speaker B: Yep. [00:02:33] Speaker A: It's only speaking from the official TractionRec resource library. It only knows the approved version of our world. [00:02:38] Speaker B: I like that. And the second part, Security. Yeah. [00:02:41] Speaker A: Which is non negotiable. The agent operates under the Salesforce Einstein trust layer. [00:02:47] Speaker B: Okay. The trust layer. [00:02:48] Speaker A: It guarantees that all your data, your permissions, everything is upheld to the highest security standards. Your data stays safe. Period. [00:02:56] Speaker B: That enterprise security piece is so important. Okay, so now I'm excited. Tell me where I can find this little coach. [00:03:02] Speaker A: It's already there. It lives as the Ask tractionreq icon right in the bottom right corner of the customer community. [00:03:08] Speaker B: Always there who ready to go. And so if I'm like in the middle of a task and I ask it something complex like walk me through creating a report for scan times by membership, it's not just gonna send me a PDF link, is it? No, not at all. It will actually walk you through the steps. It might give you the exact configuration advice you need, or even summarize a few different community articles into one actionable answer. [00:03:31] Speaker A: So it's about real guidance, not just search results. [00:03:34] Speaker B: Yes. The early feedback we're getting is amazing. People are saying it feels like they have a coach or a partner right there with them, guiding them through a. [00:03:42] Speaker A: Task that just removes so much friction from the process. [00:03:45] Speaker B: It really does. [00:03:46] Speaker A: And if you think about the big picture for everyone listening, what this really does is it frees up your staff. When the AI handles that instant self service stuff, your team can focus on member engagement on the mission, the human connection stuff, the things only people can do. [00:04:04] Speaker B: It's a force multiplier. It's not a replacement for human help. It's here to elevate it. [00:04:09] Speaker A: A perfect partner. Well, if this has got you thinking, we really encourage you to connect with attractionrec engagement team. [00:04:15] Speaker B: Bring us your questions, your ideas. [00:04:17] Speaker A: Absolutely. And maybe here's a final thought to mull over. If all your immediate documentation based questions get handled instantly by an AI. What is the most important mission critical task? You'll finally have time to start tomorrow. [00:04:30] Speaker B: We can't wait to see what you do with. [00:04:32] Speaker A: See you next time on the record.