How a North American Education Commerce Leader Brought AI into Customer-Facing and Operational Processes at Once

A leading education commerce organization in North America needed to improve customer experiences across its B2B2C ecosystem while reducing manual operations and consolidating fragmented ITSM tools. The challenge spanned several enterprise priorities rather than a single isolated workflow: customer search and personalization, churn prediction, accounts-payable processing and ITSM consolidation all needed attention. Addressing these priorities one at a time would have kept improvements fragmented. The organization therefore needed an approach that could support multiple initiatives in parallel while bringing AI into customer-facing and operational processes.

Airo used agenTriniti Gold to deploy a 50-agent AI pod across multiple enterprise priorities simultaneously, creating a common AI delivery model across customer experience, finance operations and IT service management rather than addressing each initiative as a standalone project.

• AI-powered search and personalization: Deployed AI capabilities to improve how customers discover and engage with relevant products and content.
• Churn prediction: Introduced AI-driven capabilities to identify customer churn signals and support more proactive engagement.
• Intelligent AP automation: Applied AI to accounts-payable processes to reduce manual processing and operational effort.
• ITSM consolidation: Consolidated fragmented ITSM tools through Salesforce AgentForce, bringing service management into a more unified environment.
• Multi-agent delivery model: A 50-agent pod supported the initiatives in parallel, with the engagement subsequently moving into the agenTriniti Manage & Continuously Upgrade model as part of a three-year strategic partnership.

The engagement produced measurable results across both operational efficiency and customer experience. Estimated savings reached $540K+ in the first six months, with an expected ROI of 58% in six months. Manual AP processing was reduced by 52%, reducing the amount of work required in a process that had previously depended on manual operations. Customer engagement increased by 40%, extending the impact beyond back-office efficiency into the B2B2C customer experience. The engagement has since moved into the agenTriniti Manage & Continuously Upgrade model as part of a three-year strategic partnership.