Champ helps a public company scale trust & safety
Oct 13, 2025
65%+ of cases automated · 98% routing accuracy · Weeks to value
“Champ's highly customizable AI agents helped us scale our Trust & Safety processes across 1000s of cases per week. Our team now spends time on the right cases, at the right priority, with full auditability in Salesforce.”
— Director, Trust & Safety, Large Public Marketplace
Company
A North America–based, publicly traded marketplace serving tens of millions of users every day.
Stack
Salesforce (core case management) with API connectors (e.g., SendSafely); Champ AI orchestration layer.
The Challenge
Exploding intake volume stretched the Trust & Safety org across multiple queues and SLAs. Analysts were spending too much time on:
Manual triage/routing across complex queues and escalation rules
Repetitive, low-complexity cases that should be policy-driven
Priority setting (risk, exposure, impact) that was inconsistently applied
Secure document review (e.g., via SendSafely) requiring copy/paste and re-keying
Leaders needed quality at scale, without re-platforming or sacrificing controls.
The Champ AI Solution (on Salesforce)
Champ deploys AI-native SOP automation that does everything a human can do in Salesforce, with guardrails. We read/update cases, apply macros, post to Chatter, trigger flows, create tasks, and orchestrate escalations, all with full logging.
What we automated
Intake & triage: classify, enrich, and determine next action
Queue routing: send each case to the right team & queue with 98% accuracy
Smart prioritization: set urgency using policies (risk, $$ exposure, repeat patterns, partner impact)
Auto-resolution of low-complexity cases: apply approved templates/macros and close out fully in Salesforce
Secure doc handling: retrieve & interpret SendSafely docs, then route/resolve accordingly
Audit & controls: rationale + field-level logs for every action
Results
65%+ automation across targeted T&S queues (mix of full and assisted automation)
98% routing accuracy vs. human baselines
Faster time-to-action on high-urgency cases; fewer SLA breaches
Analyst focus shifts to nuanced investigations and don't have to deal with ticket backlogs
Zero re-platforming: everything runs inside Salesforce
How It Works
Salesforce API – Read/write cases, tasks, attachments; invoke flows, apply macros
Decisioning engine – LLM reasoning bound to your SOPs; confidence thresholds & human-in-the-loop
Connectors – SendSafely, Genesys, Salesforce contacts
Observability – dashboards, accuracy reviews, drift alerts, feature flags, sandbox testing
Implementation Timeline
Weeks 0–1: Discover & Map SOPs (queues, macros, SLAs)
Weeks 2–3: Pilot Live (triage/routing, secure doc parsing, low-complexity auto-resolves)
Weeks 4–6: Scale & Harden (priority model, more queues, QA dashboards)
Security & Compliance
Least-privilege credentials · Field-level audit logs · Data minimization · Secure doc handling via SendSafely · Change-controlled rollouts
Ready to see 65%+ automation on Salesforce?
We’ll automate your highest-volume playbook first, then expand with confidence.
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