Uptima delivers AI-powered support for Kawasaki’s partner network with Salesforce
By providing real-time answers, Kawasaki reduced inquiries hitting the customer care team and eliminated unnecessary transfers between service groups.
24/7 Support Enabled
Provided round-the-clock, citation-backed technical answers across the entire partner ecosystem
Executive Sponsor
Industry
Products
Services
Challenges
Technical documentation was scattered across AWS, AS400, KB articles, notebooks, and physical stacks of printed PDFs slowing response times.
Call center teams all had a different way of manually searching files during live calls, causing inconsistent answers and unnecessary transfers.
Results
Uptima deployed its proprietary AI framework, "VCE," alongside a custom Agentforce agent via a Salesforce Experience Cloud Warranty portal.
The solution ingests 150+ technical service documents to provide B2B Customers, Distributors, Resellers, and Exporters with real-time, 24/7 citation-backed answers, with plans to integrate sales and expand to the Commerce portal in the future.
"Uptima transformed how we support our entire partner network by deploying an AI-powered search tool on Salesforce Experience Cloud. By making our technical documentation instantly searchable, they eliminated the manual, paper-based searches that delayed support calls—giving our B2B customers, distributors, resellers, and exporters a much faster, 24/7 self-service experience."
Anthony Gondick, Senior Manager, IT Business Strategy