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How to automate customer support replies with an AI agent

I looked through 575 real cases about customer support replies and pulled out what people actually did, the prompts they used and the places it went sideways. No theory, no invented success stories.

What people actually do

• Draft replies and promo codes for L'Oréal support advisors · Agentforce (Salesforce) · Customer Support
  L'Oréal's consumer care advisors get Agentforce inside Service Cloud: it summarises each case, confirms what the consumer is asking, drafts the…
• deinePflege makes in-home healthcare more accessible with Agentforce. · Agentforce · Customer Support
  Deine — Soon, Agentforce with Service Cloud will resolve an estimated 40% of cases instantly and cut costs by 86%. Digital labor resolves 40% of…
• bunq builds intelligent banking assistant Finn with Claude · Amazon Bedrock · Customer Support
  bunq automates about 80% of support tickets. Founded in 2012 by Ali Niknam, bunq empowers 20 million users across Europe to spend, save, budget, and…
• Zota’s investment in digital labor pays off with 30% YoY growth. · Agentforce · Customer Support
  Zota — Agentforce is expected to increase the sales pipeline and resolve 180,000 cases annually. Zota’s investment in digital labor pays off with…
• Zapia powers local commerce for millions across Latin America with Claude and Google Cloud · Claude Code · Customer Support
  By using Claude on Google Cloud, Zapia: Grew by 2.5 million users in their first year Generated over 90% positive user feedback Handles hundreds of…
• Young Drivers gears up to expand globally with Agentforce. · Agentforce · Customer Support
  Young Drivers — Agentforce is projected to resolve 70% of inquiries, cut call times, and deliver personalized service. Digital labor projected to…
• Workato connects enterprise AI agents to business systems with Claude · Claude Code · Customer Support
  Workato customers built 800+ MCP servers in 8 months. This enables organizations to deploy trusted AI agents that transform operations across their…
• Wiley sees 213% return on investment with Salesforce. · Agentforce · Customer Support
  Wiley — Learn how the publisher implemented Agentforce to cut costs and boost productivity. Learn how the publisher implemented Agentforce to cut…

Browse all 2754 cases to see the rest.

Prompts to start from

These are the reusable prompts from real cases. Swap in your own details, run it once on something low-stakes, and read what the agent did before you trust it.

For each new support case, summarise the conversation so far, confirm what the customer actually wants, and draft a reply in our brand voice for me to review. Before I close the case, check that the case category matches the conversation.

I want an agent to handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was Agentforce.

Tools that show up most

Agentforce (84), Claude (39), Amazon Bedrock (34), Claude Code (31), ChatGPT (29), Cognigy (28).

Guardrails

Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.

More mess: the AI agent fails page. Related: the prompt library.