Uptima delivers AI-powered support for Kawasaki’s partner network with Salesforce & Anthropic

The Challenge‍

Disparate Systems, Delayed Resolutions

Kawasaki handles tens of thousands of calls a year, and about 10% are technical parts questions. Answering one could take up to 15 minutes of searching while a customer was on the line.

Over time, more than 150 technical service documents had built up across AWS, AS400, knowledge base articles, printed PDFs, and team members' notes.

Call center teams all had a different way of manually searching files during live calls, causing inconsistent answers and unnecessary transfers.

Kawasaki's B2B customers run their own businesses, so getting them answers quickly helps them serve their own customers on time.

The Solution

An Agentic Experience Cloud Portal Powered by Claude

Uptima built and deployed AI agents inside Kawasaki's Salesforce Experience Cloud warranty portal: its Visual Context Engine (VCE, formerly Elle) and a custom Agentforce agent, with Claude as the reasoning engine. The architecture was designed Anthropic-first from the start.

Model Context Protocol (MCP) connectors ground Claude in more than 150 technical service documents and live Salesforce data. The Claude Agent SDK orchestrates a retrieve, reason, and cite loop, so every answer points back to its source document.

An ingestion pipeline detects new technical content and adds it with minimal administrative oversight. The teams that own the data maintain it in one place, and outdated material is retired instead of lingering.

Claude does the reasoning, MCP does the grounding, Salesforce carries the experience and every answer is traceable to a source document.

The Results

Faster answers, current content, and more capacity without more headcount.

Provided 24/7 round-the-clock, citation-backed technical answers across the entire partner ecosystem.

Real Outcomes:

• Technical lookups drop from as much as 15 to <2 minutes: Agents ask Claude instead of searching several systems, and usually have a cited answer in minutes. Kawasaki handles tens of thousands of calls a year, and about 10% are technical parts questions. At 5 to 15 minutes of searching per call, that added up to hundreds of agent hours a year spent looking for answers, now greatly reduced.
• Customers get back to business faster: Shorter lookups mean shorter calls. For Kawasaki's B2B customers, that cuts the time tax of calling for an answer and helps them serve their own customers on time.
• One consistent, cited answer:  Five disconnected sources are now one searchable knowledge base. Every agent gets the same current answer with a citation, reducing human error and the risk of sharing outdated information.
• Content updates go from months to hours: New technical content is developed, branded, and live in the solution within hours, replacing lengthy reviews and approval processes. Retiring outdated material takes less time, too.‍
• 24/7 answers that add capacity, not cost: Teams get citation-backed answers around the clock without extending staffing. Kawasaki isn't reducing headcount; because each answer takes less time, agents can take more calls per day!

Kawasaki's business teams are planning how to extend direct, 24/7 access to external B2B customers, distributors, resellers, and exporters. Sales integration and expansion to the Salesforce Commerce portal will follow.