Revolutionizing automotive communication with AI chat solutions
We partnered with Riptide to build AI-powered live chat and instant agent solutions, seamlessly integrating with Salesforce Service and Experience Cloud to enhance customer interactions and operational efficiency
About customer
Riptide is a text messaging platform designed for the automotive industry. It facilitates seamless communication by connecting customers, drivers, and dispatchers in a unified conversation. The platform is tailored for operational efficiency and enhanced customer engagement in the automotive sector. Riptide's team operates across the United States and Australia, leveraging technology to optimize global collaboration
Clients Challenge
Riptide sought a Salesforce integration solution tailored to their client’s specific needs. Their goal was to extend the capabilities of their platform by integrating with Salesforce Service Cloud and Experience Cloud.
Key challenges included:
- Creating a robust integration for Riptide Live Chat for Salesforce, enabling live chat functionalities for contact center operations
- Developing Riptide Instant Agent for Salesforce, which incorporates a generative AI agent for advanced live chat orchestration
- Ensuring secure and scalable solutions that could handle real-time interactions across multiple stakeholders
- Aligning development and support teams across different time zones (US, Australia, and Ukraine) for seamless collaboration
Solution
We began the project with a comprehensive 3-week Discovery Phase to identify and document Riptide’s requirements thoroughly. Following this, a team of 4 Salesforce specialists was assembled to execute the development phase.
Key deliverables included:
- Riptide Live Chat for Salesforce: This feature integrated live chat capabilities within Salesforce Service Cloud, enabling contact centers to communicate efficiently with service providers and customers via portals built on Experience Cloud
- Riptide Instant Agent for Salesforce: A generative AI-powered live chat solution that enhances customer service experiences by automating and orchestrating complex interactions within Salesforce Service Cloud.
- Time Zone Optimization: Our specialists in Ukraine managed their schedules to ensure effective communication and collaboration with Riptide’s teams in the US and Australia
- Technical Support Onboarding: We provided ongoing technical support to maintain and enhance the integration as Riptide’s needs evolved
5.0
Working with this team has been a seamless experience. They not only delivered robust Salesforce integrations but also ensured we could communicate effectively across time zones. Their ongoing support has been invaluable
Doug Marinaro
CEO/Founder at Riptide
Technologies:
Salesforce Service Cloud
Experience Cloud
APEX
Lightning Components
Generative AI Integration
Cooperation results
Our collaboration with Riptide has delivered significant achievements:
- Successful implementation of live chat solutions within Salesforce, enhancing customer and service provider communication
- Development of an AI-driven live chat agent that elevates operational efficiency
- Seamless collaboration across global teams, ensuring timely delivery and ongoing project growth
- Continued support for Riptide’s integration needs, ensuring scalability and adaptability to future challenges
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Ross Kurhanskyi
VP of Business Development
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