Generative AI for Automated Customer Service Management in Salesforce Service Cloud

Karthik Jakranpally

Abstract: Generative Artificial Intelligence (AI)-especially large language models (LLMs) such as GPT?4 has reached a level of conversational competence that makes fully?automated customer service viable in enterprise contexts. This paper examines the design, implementation, and evaluation of a generative?AI powered assistant embedded in Salesforce Service Cloud. We present an end?to?end framework that ingests historical case data, knowledge?base articles, and live chat transcripts, then fine?tunes an LLM using parameter?efficient techniques. The assistant operates across web chat, email?to?case, and voice channels, autonomously resolving Tier?1 issues and assisting agents on complex tickets. Empirical results on 680?k real?world cases show a 41?% reduction in average handle time (AHT), a 29?% increase in first?contact resolution (FCR), and a statistically significant +0.37 uplift in CSAT (p?

Keywords: Generative AI, Salesforce Service Cloud, Customer Service Automation, Large Language Models, GPT?4, CRM, Natural Language Processing