Classify Cases Before Anyone Opens Them

So now let me jump into — let's say the deal closed. We are going through stuff now. We talk about cases right now. We make this transition from sales to support and we are going, alright, here's a case. The customer opened one. So, we are going to see a few very interesting things here. One of the fundamental challenges with cases is case routing. Particularly if you are a large or a mid-sized company, you have stuff coming in. You may want to know what product and what function. Is it technical? Is it a billing issue? What's the challenge that the customer has? And then if you are a large global multinational, you may have to support multiple languages. You may go, hey, based on the language, I may have to send it elsewhere. It's in Italian, I need to send it to my Italy case queue, it's in Hindi or Tamil or whatever language — if you are in India, if it's in Arabic, if it's in whatever language you want — all of that information. So, let's try that with this, right? This is a simple case. It's just got a bunch of information here. I'm gonna go here and run the Intelligent Routing. And what it's gonna do with this is it's gonna pull all the information out of the subject and the description here and populate some of this information. So when I click it, it's gonna look through this — it knows there is a product here. So it's populated the product information here. It thought it was technical support. So technical support — it's got English, it's figured out there's no negative sentiment here, things like that. But notice that we not only extracted information out of the case, sent it to AI and got back a response — which you see here — but we then also took this response and populated fields on this record. The minute we populate these fields, it's a record. You can apply all kinds of automation, you can utilize it with routing rules, you can use it with flows, you can use it with escalation — whatever you would like to do. And it's the same for leads. If you were routing leads this way, you could route opportunities this way. You can route any custom object this way. So, this intelligent routing is something you can apply anywhere by using AI. The key is that all of a sudden we have moved into the sort of unstructured world — this description could have been 350 characters, long bunch of lines, or a lot of information — it could have been an email to case. All of that data AI can process for us very quickly and give us this. So that's great. I know this person is asking a question about data masking, which is a product that we make — cloud compliance or sandbox data masking — and they wanna know what's new. So at this point, if you want something to go against your knowledge base, at cloudcompliance.app/docs, we have a knowledge base. Now, when I click on that button, what it's gonna do is it's actually searching my knowledge base using AI. And it comes back with this information, and this is coming live from my knowledge base. So, it's actually pulling from this knowledge base right here, and it really is technology agnostic. So, it doesn't care if my knowledge base is a Salesforce knowledge base, if it's based on WordPress, if it's some homegrown thing, if it's a bunch of PDFs — it really doesn't care. You can have any kind of knowledge base and go against it. So, you have the opportunity to surface a lot of that information right inside the case record. We support automation, which means once a case is created, you can automatically do these two things even before a person in your organization touches this case. We can run GPTfy, automatically populate all the routing, automatically populate a recommended resolution — and then we can share it with whoever that group is. And they, when they look at it, so much of their time is saved.