Veterans Guardian – Transforming the veteran’s disability claims process with custom Agentforce AI Agents

Company Size

51 - 200 emp

Industry

Public Sector

Customer since

2022

Veterans Guardian partnered with Sercante l Trilliad to design and deploy custom Agentforce AI agents, transforming their high-touch claims consulting operations and delivering 24/7 consulting and educational support to veterans navigating the VA disability benefits process.

The
Challenge

Navigating a Complex Process to Support Those Who Served

Veterans Guardian, a private consulting company partnering with veterans to help them attain the VA benefits they have earned, is on a mission to ensure no veteran feels lost or discouraged while navigating the disability claims process. Providing educational and administrative support as veterans navigate a complex benefits process requires coordinating extensive documentation, communications, scheduling, and multi-stage internal workflows.

Supporting each veteran demands a high degree of internal coordination across specialized teams. Driven by a commitment to continually refine operations and deliver an effortless client experience, leadership sought to evaluate how emerging AI and agentic technology could streamline their complex consulting workflows and eliminate friction for the veterans they serve.

Departmental Hand-offs: As veterans progress through the consulting process, their files and information move through multiple specialized teams—such as eligibility review and client consultation. Capturing critical context across numerous CRM fields and multiple tabs.
- As hand-offs occurred, the next team had to manually click through and review all of the previous information, consuming critical bandwidth.
Supporting Veterans 24/7: Many of the veterans they serve work traditional 9-to-5 jobs, meaning they often review their official claim documentation during evenings or weekends. When needing clarity on the process or documentation outside standard business hours, veterans had to leave a message via email or voicemail, waiting until the next business day for a resolution.
Veteran Outreach & Meeting Scheduling: Website inquiry forms allow veterans to book initial consultation appointments with limited pre-qualification. This resulted in further bandwidth being spent by the consultation team, and at times, meeting with unqualified individuals.

The Partnership

Expanding a Trusted Relationship to Embrace Agentic Innovation

Veterans Guardian was already a long-time, trusted partner of Sercante l Trilliad. Their engagement originally began through a peer recommendation of their Marketing Director, who selected Sercante l Trilliad to do a Marketing Cloud Audit and then to execute a Marketing Cloud Personalization implementation on their website. Over time, Sercante l Trilliad continued to deliver ongoing Marketing Cloud strategy and support and deepened the relationship by supporting their Salesforce administration, Marketing Cloud Intelligence strategy, and change enablement, establishing a strong foundation of trust and deep alignment with the company’s technical ecosystem.

As AI evolved and Salesforce’s Agentforce emerged, the Veterans Guardian’s Director of Customer Experience further partnered with Sercante l Trilliad to explore how AI could streamline their complex consulting lifecycle.

Client feedback

“Sercante l Trilliad brought a valuable combination of Salesforce platform expertise and strategic insight, helping us connect our technical capabilities with broader business and customer experience goals. Their team has helped us evaluate existing processes, identify communication and reporting gaps, and translate business needs into practical solutions.” - Veterans Guardian

Veterans Guardian

The
Solution

Designing Job-Specific Agents with a Customer-First Mindset

Being familiar with the intricate nuances of the organization’s VA benefit consulting processes, Sercante l Trilliad knew that a results-driven strategy paired with agentic customizations would be the best approach to tailor the technology according to their needs.

The consulting firm and Sercante l Trilliad collaborated through joint discovery sessions and workshops to outline the real needs and opportunities, align on goals, and scope three distinct, high-impact use cases for custom AI agents. Designing the specific jobs-to-be-done for each agent—treating every custom agent like a specialized digital team member with clear responsibilities, guardrails, and integrations.

The strategy prioritized seamless execution across internal operational workflows and client-facing touchpoints:

End-User Mapping & Dependency Scoping: Sercante l Trilliad blueprinted each process that each agent would be responsible for. Identifying the data and the integrations needed for deployment.
Empathetic Customer Centricity: The core objective remained focused on elevating human interaction rather than replacing it—using AI to remove administrative barriers so veterans receive faster, accurate support with complete transparency.

Three Custom Agentforce AI Agents Supporting Veteran Consulting

Sercante l Trilliad built the three custom agents integrated directly into the client’s Salesforce infrastructure to help streamline veteran inquiries, enhance client support, and improve internal team efficiency.

Agent 1 – Internal Summary & Context Agent:
- Built to eliminate manual record searching for internal teams.
- Generates instant, conversational summaries, allowing the team to quickly understand key details such as customer context, recent activity, sentiment, and recommended next actions. Ensuring critical data is captured and carried through seamlessly.
Agent 2 – Client Portal Support Agent:
- Embedded within the client’s Experience Cloud veteran portal to deliver 24/7 self-service support.
- Answers personalized inquiries in real time, such as document submission instructions and claim process questions.
- Automates operations tasks, such as logging upcoming exam dates, and assigns follow-up tasks to the appropriate veteran’s consulting team member.
- Identifies upcoming Higher-Level Review informal conferences and alerts internal teams to ensure timely client follow-up.

Agent 3 – Veteran Outreach & Scheduling Agent:
- Designed to be deployed on the website to engage prospects in interactive, conversational lead qualification.
- Answers service FAQs using the consulting firm’s Salesforce data to provide contextual responses, such as educating veterans on the overall benefits processes, and verifies location-based eligibility (e.g., filtering out-of-service states).
- Fully integrated with Salesforce Scheduler to allow qualified leads to seamlessly book or reschedule initial consultations directly in the chat window while preventing duplicate CRM records.
- Updates the CRM with the lead’s details, context, and background to ensure a seamless handover to the consultation team.

The Result

Transformed Internal Operations and Empowered Veteran Experiences

By deploying job-specific Agentforce agents, Veterans Guardian has established the foundation to transform both internal team efficiency and veteran client satisfaction:

Elevated Client Eligibility and Conversion: In initial web deployments, leads qualified through Agent 3 demonstrated higher conversion rates compared to traditional web form submissions. Agent 3’s precise eligibility filtering ensured that consultation teams spent time exclusively with qualified candidates.
Instant 24/7 Self-Service & Inquiry Deflection: Through Agent 2, veterans can now resolve questions and note upcoming exams on nights and weekends without waiting for business hours, improving customer satisfaction. By managing routine status inquiries and automating task creation, Agent 2 deflects frequent support calls and emails, giving the live support team bandwidth to handle complex inquiries.
Streamlined RevOps & Frictionless Handoffs: With Agent 1 surfacing unified record overviews instantly, internal team members no longer need to spend precious time clicking through multiple CRM tabs. Continuity is preserved across internal team handoffs, ensuring veterans never have to repeat their stories.
Mission Alignment & Peace of Mind: This initial foundation allows Veterans Guardian to continue to iterate and scale, directly advancing their core mission by removing administrative confusion, delivering transparent guidance, and giving veterans support as they navigate the complex VA process.