Meet Ava: Team Medical’s AI Agent Revolutionising Customer Service
- Arcturious
- Apr 10
- 3 min read
At Arcturious, we believe AI isn’t just about automation—it’s about creating intelligent, empathetic solutions that empower teams and elevate customer experiences. That’s why we’re thrilled to introduce Ava, Team Medical’s brand-new AI-powered agent, now live and transforming customer service.
AI in Customer Service: The Time is Now
AI is rapidly changing the customer service landscape. According to Salesforce’s State of Service Report,
63% of high-performing service organisations already use AI-powered chatbots to enhance efficiency.
88% of service professionals say AI helps them automate routine tasks.
Companies that implement AI-driven self-service see a 30% reduction in support costs while improving customer satisfaction.
With Ava, Team Medical is ahead of the curve—leveraging cutting-edge AI to provide faster, smarter, and more accurate customer interactions.
Meet Ava: Team Medical’s AI Agent
Ava isn’t just a chatbot—she’s a hyper-intelligent AI agent designed to enhance customer interactions, assist service agents, and streamline operations.
Ava’s Job
Ava is the first point of contact for Team Medical’s customers, handling inquiries, retrieving product information, and ensuring quick, reliable support 24/7.
She works alongside human agents, taking care of routine queries so the team can focus on more complex, high-value customer needs.
How Ava Works
Retrieves accurate answers with Salesforce Atlas & Data Cloud Ava doesn’t just guess—she grounds every response in Team Medical’s real data. Using Salesforce Atlas, Ava ensures answers come from verified knowledge sources, such as product documentation, order history, and FAQs.
Atlas acts as Ava’s AI guardrail, preventing misinformation by ensuring responses align with Team Medical’s trusted data ecosystem.
Understands context with Large Language Models (LLMs) like ChatGPT Ava isn’t just about keywords—she uses LLMs like ChatGPT to understand intent, context, and tone. This allows her to provide more natural, human-like responses, adapting dynamically to customer needs.
Finds the right information using Vector Search & Retrieval-Augmented Generation (RAG) When a customer asks a question, Ava doesn’t just search blindly—she leverages Salesforce Data Cloud and Einstein Data Libraries, using Vector Search and Retrieval-Augmented Generation (RAG) to retrieve the most relevant, up-to-date answers.
This means Ava finds the right content in seconds, whether it’s a product specification, stock availability, or order tracking details.
🚀 Empowers self-service & agent-assisted workflows
Customers can instantly get answers without waiting in a queue.
Service agents can use Ava as a co-pilot, retrieving accurate responses in real-time.
The AI learns and improves over time, making interactions smoother and more efficient.
The Impact: How Ava is Changing the Game
Since go-live, Ava has already made a massive impact:
✅ Faster response times – Customers get instant answers without waiting.
✅ Reduction in agent workload – Routine queries are handled automatically.
✅ 24/7 self-service support – No more downtime or unanswered inquiries.
✅ Faster product lookups – Ava retrieves product details in seconds, improving service quality.
(Industry benchmarks suggest AI-driven support can cut costs by 30%, while improving customer satisfaction. Team Medical’s early results align with these trends and will continue evolving.)
Pro Tips: How to Get Started with AI Agents
If you're considering AI agents for your organisation, here are some key takeaways from our Agentforce whitepaper:
📌 Start with high-impact use cases – Identify frequent, repetitive queries where AI can make an immediate difference.
📌 Ensure seamless CRM integration – AI is most powerful when it works within your existing Salesforce environment, keeping all data centralised.
📌 Balance automation with human touch – AI should enhance, not replace, your human agents. The best AI solutions redirect complex cases to real people when needed.
📌 Continuously optimise – AI learns over time. Monitor, refine, and retrain your AI models for even better results.
👉 Want to learn more? Download our full AI Agentforce whitepaper here
Looking Ahead
Ava’s journey has only just begun. As Team Medical continues to scale its AI-powered customer service, we’ll be fine-tuning, expanding automation, and unlocking even more powerful AI-driven workflows.
At Arcturious, we’re pushing the boundaries of AI to deliver game-changing customer experiences. Congratulations to Team Medical on this incredible milestone! 🎉
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