Bouclair: Salesforce Agentforce Integration Case Study

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CASE STUDY

Transforming Customer Service with Salesforce Agentforce for Bouclair

Industry | Retail

Technology | Salesforce

Location | Canada

Bouclair is a Canadian retailer specializing in affordable, stylish home décor, furniture, and lifestyle products. With a strong digital presence and nationwide retail operations, Bouclair is committed to creating seamless, personalized experiences for its customers across channels.

Challenges

Need for Scalability:

As Bouclair’s eCommerce footprint grew, so did the demand for seamless, digital-first customer service.

High Call Volumes:

Thousands of customers reached out for repetitive queries such as “Where is my order?” and “How do I cancel my order?”

Manual Workloads:

CSRs spent excessive time handling tasks that could be automated, such as price adjustments.

Bilingual Customer Base:

Serving both English- and French-speaking customers added further complexity.

Key Outcomes

2000+ Chatbot Sessions

within the first phase of deployment—exceeding adoption expectations.

82% of Conversations

were handled and closed by Salesforce Agentforce without help of any human agent.

Rest of the 18% Conversations

were routed to human agents based on the complexities of the customer queries.

Solutions

AI-Powered Automation: Agentforce agents accessed Salesforce Knowledge Base and OMS to resolve customer issues in real time.

Omnichannel & Bilingual Support: The chatbot was deployed across web and mobile channels in both English and French, ensuring accessibility.

Real-Time Escalations: If the AI agent couldn’t resolve a request, the system created a case or routed the customer directly to a CSR.

Seamless System Integration: The solution connected Salesforce Data Cloud, Order Management System, and Shopify for a consistent experience.

What Customers Say about Royal Cyber

Royal Cyber has been a pleasure to work with providing thought-leadership and exceptional project teams. They provided quality work by delivering projects on time and on budget. The leadership team continually reinforces the value in the partnership with open dialogue and frequent reviews of the roadmap to develop unique tools for the client.