AI-powered upgrade for enhanced support and compliance

For many people, hopping on the phone to troubleshoot an issue or learn more about a product is not their preferred method of communication. They’d rather head to the company’s website to find a solution. But if they can’t find that answer quickly, it sours their experience, leading to more frustration.

LogicMonitor provides comprehensive oversight of its customers’ servers to ensure there are no outages. The company’s service catches network issues or errors, both on-premises and in the cloud, helping to minimize downtime, proactively detect anomalies, and eliminate complexities across company monitoring.

Since customers coming to LogicMonitor often have technical questions, a growing case volume meant its team of 68 agents needed support. Additionally, LogicMonitor sought FedRAMP compliance to pursue partnerships in the public sector.

LogicMonitor already has an ongoing relationship with Slalom. When leaders saw Slalom’s generative AI (GenAI) expertise and FedRAMP capabilities, the decision to team up again was easy.

Slalom began a 19-week engagement to help LogicMonitor deploy the Slalom Salesforce AI Accelerator and build a foundation for AI governance across the company. The solution integrates business content from LogicMonitor’s Resources page with a large language model (LLM). When users visit LogicMonitor’s technical support website, the GenAI chatbot provides a self-service option.

“Before, people accessed chat through the LogicMonitor product portal. If there were issues with the portal, chat was unavailable,” says Kristi Brown, a solution architect at Slalom. “Moving chat into the Salesforce experience site, it’s always up, always available. Customers have access even if there’s an outage.”

With LogicMonitor’s relatively small agent base, the chatbot’s “always on” functionality is a massive time-saver. Salesforce has also introduced capacity-based routing to assign cases and chats based on who’s most available and what their workloads are, a helpful complement to analyzing agent performance.

“Overall reporting and capturing data in Salesforce has been huge,” Brown says. “Since we’ve pulled all of this into Salesforce, other teams benefit. It’s definitely a larger impact on the organization as a whole, not just the technical support team.”

Ashley Kanok, vice president of Enterprise Applications at LogicMonitor, noted that this implementation is special because it involves both the business and IT sides of the company. It also provides the LogicMonitor team with a clear sense of ownership, forging a stronger partnership with Slalom.

“It’s forced us to work more cross-functionally than we normally do,” Kanok says. “It’s not just IT and support. It’s also the content team, the product team, product engineering, and eventually, as this becomes bigger in our AI footprint, we’ll get tighter in governance and how we manage all these use cases and systems we’re bringing in.”

Since implementing the chatbot, LogicMonitor has deflected about 38% of cases across account information, alerts, integrations, its Collector application, and more. That’s only with a small subset of the highest-viewed articles loaded into the chatbot—as more documentation is added, that already impressive deflection number can rise even higher, allowing LogicMonitor to handle increased case volumes.

The chatbot is one part of LogicMonitor’s journey with GenAI, though there are additional ways to improve outcomes for the team—the core focus of any successful GenAI application. The company also saw the opportunity to accelerate quality assurance in agent interactions with customers. With the tool the team had been using, this was a highly manual process. A manager needed to review recordings and look at chat transcripts to see how an agent was performing.

Slalom built an updated solution that improved the user interface and incorporated generative AI and automation into the process. The new evaluation rubric includes metrics like customer sentiment, how the agent addressed the customer, and whether the case was filled out correctly. If AI determines a situation requires a closer look, it alerts the manager, who can examine it more thoroughly. The new process has saved LogicMonitor hundreds of hours of manual work and at least $50,000 in costs going toward the previous tool.

Gada Lam, a principal in Global Digital Service at Slalom, highlighted the importance of seamlessly integrating the chatbot within agent workflows. For example, if a customer interacting with the chatbot asks to speak with a representative, the agent has to quickly get up to speed with the conversation via a transcript. When there’s a lot to go through, it adds complexity and nerves.

Building from the Service Cloud groundwork, Slalom developed agent assistance components. Those include conversation summaries that pull out critical information for the agent and suggested responses, which generate real-time answers to customer questions.

These quality-of-life enhancements have improved how agents interact with customers. LogicMonitor can also use these tools to train new hires faster during onboarding.

“Customer engagement wouldn’t be where it is today without the bot,” says Lam. “It enables quicker customer responses, aids in deflection rates, and comes with the agent-assist components that LogicMonitor wouldn’t have on its own. It just makes it easier on both sides for customer engagement.”

As LogicMonitor heads into the next phase of its digital journey, the company hopes to extend its work to government organizations. The Federal Risk and Authorization Management Program (FedRAMP) is mandatory for any executive agency cloud deployment and service model. Lacking FedRAMP compliance is like trying to enter a new country without your passport—you won’t get very far.

LogicMonitor’s previous CRM solution couldn’t handle the FedRAMP compliance aspect, which meant LogicMonitor couldn’t reach its goals of working with customers in the public sector. Something needed to change.

Through the FedRAMP Joint Authorization Board (JAB), Salesforce Government Cloud Plus has achieved a provisional Authority to Operate (ATO) at the high impact level.

LogicMonitor is now following the standardized approach for cybersecurity assessment, authorization, and continuous monitoring. The company can spend more energy on building relationships within the public sector.

Going forward, LogicMonitor is excited to continue advancing its AI capabilities, with more projects planned for the coming months. Brown credits LogicMonitor’s willingness to collaborate and Slalom’s AI and Agentforce expertise as keys to success.

“The team we worked with was really great and collaborative,” she says. “It made the whole project enjoyable and smooth. There were no butting heads. We were aligned.”

Kanok is confident about LogicMonitor’s roadmap and the power of AI to enhance any company’s internal operations and customer experience, but she notes that there is a learning curve. She offered some advice to others looking to evolve their AI offerings.

“Do not think you just get to plug this in, and there are no problems, and everything works,” Kanok says. “There is ongoing work, but I think it’s worth it, and we’re going to be very, very happy with it.”

Slalom is excited to continue supporting LogicMonitor on its AI journey and public sector expansion, paving the way for future innovations together.