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Category: AI Case Studies

AI-Powered Omnichannel Contact Center Solution

Posted on by Emma Ricuito

AI-Powered Omnichannel Contact Center Solution

Delivering Intelligent Customer Assistance with Human Oversight

Overview

Customer support teams handle a constant stream of questions across voice, chat, email, and other channels. Responding quickly while knowing when to involve a live representative can be challenging, especially as support volumes grow.

CloudWave developed an AI-powered contact center solution that provides autonomous lower-tier support across voice, chat, email, and text. Built with Salesforce Agentforce, Data Cloud, and MuleSoft, the solution helps organizations respond faster to routine requests while ensuring more complex situations are routed to live representatives.

The Challenge

Modern contact centers must balance growing customer expectations with limited support resources. Routine inquiries can consume valuable time that detracts from availability to help customers facing more complex situations. If experienced representatives are tied up with simple admin tasks, they won’t be able to provide personalized assistance to the customers who really need it.

Organizations also need confidence that AI is using trusted information and can work with their existing business systems. The goal is to improve response times without sacrificing accuracy or making it harder to involve a live representative when needed.

The Solution

CloudWave designed an AI-powered contact center that delivers a unified support experience across voice, chat, email, and text channels. Salesforce Agentforce and Data Cloud allow the solution to provide responses based on approved knowledge sources, while MuleSoft integrations retrieve external information and complete actions when needed.

The solution automatically detects the complexity of requests and assigns tiers to each inquiry. It supports autonomous Tier 0 and Tier 1 assistance while preserving a human-in-the-loop approach for requests that require empathy, judgment, or additional investigation. Rather than relying on hardcoded trigger words, prompt-driven instructions help determine when conversations should remain automated and when they should be transferred to a live representative.

Demonstrating Live AI Support

CloudWave’s solution can be demonstrated through a series of customer service scenarios that highlight both AI-assisted support and human collaboration.

The AI agent interprets customer requests, retrieves information from approved knowledge sources, and uses MuleSoft integrations to complete external actions when needed. For each request, the system determines whether it could resolve the issue automatically or route it to a live representative.

The demonstration also highlights the solution’s human handoff capabilities. Instead of relying only on predefined keywords, the AI evaluates each conversation to determine when a live representative should step in. 

To see the demonstration in action, contact our team.

Results

The solution outlines how AI can answer routine questions while making it easy to involve a live representative when additional support is needed.

Key capabilities include:

  • Autonomous Tier 0 and Tier 1 support
  • Omnichannel interactions across voice, chat, email, and text
  • Knowledge grounding through Salesforce Data Cloud
  • MuleSoft integrations for external actions and information retrieval
  • Prompt-driven escalation logic
  • Human handoff for complex or sensitive situations
  • Consistent responses across communication channels
  • Configurable AI-assisted customer interactions
  • Scalable support across multiple customer service programs
  • AI-powered customer service with human oversight

Rather than replacing live representatives, the solution helps customer support teams spend less time on routine requests and more time assisting customers with complex needs. Human representatives remain available for situations that require additional expertise, giving customers the support they need while allowing routine requests to be handled automatically.

About CloudWave

CloudWave Inc. is a Virginia-based IT consulting firm at the forefront of cloud innovation, with a specialized focus on AI solutions that drive automation, productivity, and smarter decision-making across industries. We deliver end-to-end technology services – from architecture and development to integration and optimization – with deep expertise in Creatio, AI/ML, and next-generation cloud platforms (SaaS, PaaS, IaaS).

Since 2012, CloudWave has been a trusted partner to federal agencies and commercial enterprises, delivering secure, scalable, and cost-effective solutions in both classified and unclassified environments. Our AI-forward approach blends advanced analytics, intelligent automation, and enterprise cloud strategy to help clients modernize operations and accelerate digital transformation.

With over 30 years of combined experience in designing and managing complex, compliant systems, the CloudWave team brings a proven track record of innovation, execution, and impact – from Washington, D.C. to global markets. For more information, get in touch with us here.

Modernizing Legal Document Review for a US Government Agency

Posted on by admin

Modernizing Legal Document Review for a US Government Agency

Streamlining Accuracy, Efficiency, and Compliance Through Intelligent Automation

Overview

Our client is a government agency that manages thousands of filings each year, ranging from motions and appeals to administrative documents. Each submission must be carefully reviewed to confirm required details – such as case numbers, filing dates, and signatures.

To make this process faster and more consistent, CloudWave developed an AI document digitizer assistant that integrates directly with the client’s existing data system.

Using AI-powered prompt-based workflows, the new tool digitizes, organizes, and validates filings, helping staff reduce manual review time while ensuring every document meets established procedural standards. It also allows federal employees to look up information from within the system instantly, using AI to search through all internal documents and return answers to common questions.

Project

Our objective was to enhance the accuracy and speed of document review without altering existing workflows or compromising data security. To accomplish this, CloudWave built an AI tool that integrated directly into the client’s existing Microsoft Dynamics system.

CloudWave’s development team designed this add-on around three guiding priorities:

  • Streamlined Processing: Our tool automatically reads and extracts information from a wide range of documents and organizes it within the client’s data systems. It can also generate concise summaries of lengthy filings and scan across pages of supporting material to answer user-driven questions.
  • Human-Guided Verification: Every step of the process keeps staff in control. Once documents are digitized, reviewers can verify extracted information, make corrections, and approve final entries before they are saved in the client’s database. This “human-in-the-loop” approach ensures accuracy while significantly reducing repetitive manual tasks.
  • Secure Integration: All data extraction and validation processes occur within the client’s infrastructure, ensuring full compliance with federal data protection requirements. No document information leaves the system, and CloudWave does not retain or access any client data.

How It Works

  • Document Setup – The add-on is configured to recognize the layout and data fields of the client’s standard filing templates.
  • Digitization – Staff can upload or route filings into the system, where they are instantly converted into structured digital records.
  • Assisted Review – The tool checks for required fields, such as case numbers or filing dates, and highlights potential deficiencies for staff to review.
  • Intelligent Search & Summaries – Staff can ask natural-language questions or request summaries, and the system scans across pages of the uploaded documents to surface answers or provide concise overviews. This reduces the need to manually read through lengthy filings to locate specific information.

By automating repetitive checks, data entry and info searching, the add-on allows staff to focus on higher-level review and decision-making tasks.

Implementation:

CloudWave worked closely with the client’s administrators to ensure seamless integration, accurate configuration, and sustainable long-term performance. This collaborative rollout ensures that the new functionality enhances daily workflows rather than replacing them, a key consideration for judicial and administrative teams.

Results

  • Reduced manual review time by automating repetitive checks.
  • Improved data consistency and accuracy across filings.
  • Maintained the highest standards of security and confidentiality.
  • Enabled staff to quickly surface key information or document insights without manually reading through lengthy filings.

By embedding automation directly within its document management system, the client can process filings more efficiently and consistently while maintaining full oversight and control.

About CloudWave

CloudWave Inc. is a Virginia-based IT consulting firm specializing in AI, automation, low-code development, and secure cloud transformation. With deep expertise in platforms like Salesforce, Creatio, Microsoft, and more, CloudWave helps public and private organizations modernize operations, enhance compliance, and improve efficiency through trusted, human-centered technology solutions. For more information, get in touch with us here.

Eliminating Manual Data Entry with AI

Posted on by admin

Eliminating Manual Data Entry with AI

Overview

Many different organizations still rely on paper documents to collect crucial information for their records. But today, those records are stored digitally as documents on servers or the cloud instead of as physical copies in a filing cabinet. That leaves administrative professionals with the thankless and tedious task of manually entering the written information on forms or documents.

CloudWave set out to solve this problem and save administrators time by developing an AI application that can scan the info on paper documents and instantly digitize them with the click of a button.

Project

Our team had several key priorities when developing this tool to ensure it would work smoothly and effectively for any business use case.

  • High Quality Generative AI – We wanted to ensure that the AI would scan documents as accurately as possible so that admins wouldn’t have to waste time on reformatting or fixing lots of errors.
  • Human-in-the-Loop Verification – While the idea is for the application to digitize the contents of each document perfectly, we wanted to make sure admins had the opportunity to check its work and make any adjustments as needed.
  • Enhanced Customer Security – We wanted to empower customers to feel confident using the application and storing the digital files within their own native systems rather than forcing them to rely on a repository hosted by CloudWave.

First, our team of innovative developers built optical character recognition (OCR) algorithms that are capable of reading both human handwriting and printed documents in any font or language. Then they trained the AI system to read and recognize specific documents to help further improve its accuracy. This step is crucial in honing the application to fit the specific needs of an organization so that the AI will format and report the document information correctly on its first try.

Once the AI system was ready, the team created a simple user interface where admins can submit scanned paper documents to developers and access the digitized results in a queue on their dashboard. From there, admins put the “human” in “human-in-the-loop” by reviewing the digitized documents for any minor errors. Admins always have the final sign-off on the documents before they are stored in the business database as records.

All of the OCR algorithms in the application are run within the business’ in-house system, so that CloudWave never has access to sensitive data. This unique feature is essential for businesses that deal with private healthcare or financial records in order to maintain data compliance regulations.

Results

  • Cutting edge AI technology that scans any paper document and instantly digitizes it. This saves admins time, improves business efficiency, and maintains important records.
  • Human-in-the-Loop Verification that ensures all records are approved by both the AI system and a human being. This reduces both human and machine error and cuts back on dirty data.
  • Enhanced security from housing the entire document digitizer AI application in the client’s own systems. All sensitive data and private information remains protected.

About CloudWave

CloudWave Inc. is an information technology consulting firm based in Virginia that provides end to end services from architecture to development in niche cutting-edge cloud technologies. CloudWave specializes in application development, integration, and cloud offerings – SaaS, PaaS, IaS, machine learning/artificial intelligence, analytics/business intelligence, microservices, and enterprise document management. Since 2012, the company has developed classified/unclassified, innovative, cost-saving, low-risk solutions to federal and commercial customers both within the United States and globally. The team has more than 30 years of exceptional systems and architectures experience managing complex and compliant projects.

CloudWave has successfully integrated Smartsheet with Salesforce, MuleSoft, Google Cloud, Azure, Jira, Hubspot, and more so that our clients can have real-time access to all relevant information across multiple systems.

With CloudWave on your side, you can feel peace of mind knowing that you are working with an official Smartsheet platinum Partner. Our team has the expertise and experience to determine your organization’s vision, and then design a powerful solution to meet those needs.

For more information, get in touch with us here.