Orion - Salesforce Integration

The artificial intelligence engine - our secret sauce

Orion is powered by an artificial intelligence model trained specifically on your historic Salesforce cases. This way Orion can truly understand what a case is about.

Orion as first-line

Newly created cases are first handled by Orion. Actions execute automatically when Orion is certain.

Routing

Orion routes cases to the case owner.
He applies type, priority and custom fields.

Auto answering

When Orion is very certain, he answers your customer automatically using the configured template for that type of question.

Case deflection

When multiple answers are possible, Orion answers with top 3 most relevant answers. Your customer can always indicate to pass the case on to a service agent.

Orion assisting your agents

When agents are answering cases, Orion is right at their side suggesting the most relevant templates.

Template suggestions

The suggested templates are easily searchable and help speeding up average handling times (AHT). This comes in handy when you already have lots of templates.

FAQ

Can I use all my existing templates?

Orion will consider all available templates in your Salesforce. Templates you use today as well as templates you create in the future are searchable and available.

What Salesforce versions are supported?

Good news. We support both Salesforce classic UI and Salesforce Lightning. Both on-premise as well as in the cloud are supported.

What about languages?

We support English, Dutch, French and German out-of-the-box. We have additional language extensions for Spanish, Norwegian, Swedish and Danish.

What effort is required at my end?

Hardly any. Orion behaves as an agent in your Salesforce. Its suggestions are offered to other agents from within the Orion Salesforce plugin. We take care of training the AI model with the proper data and initial configuration.

Can you help me drafting a business case?

For sure! We're with you all the way. We have the industry experience to estimate your operational gains. Average ROI for Orion is roughly 1.2 year!

Can we enrich templates with custom information?

Yes! Orion supports API hooks to retrieve information such as delivery date, amount due, ... from your ERP systems. That information is then substituted in the template placeholder.

Salesforce Integration

Your templates right at hand