Conversational AI & Agentic Support Automation Intern, Salesforce

Actian is a trusted leader in data management, integration, and analytics, dedicated to helping businesses unlock the full potential of their data. They are seeking a Conversational AI & Agentic Support Automation Intern to enhance customer support infrastructure using AI within Salesforce Service Cloud and Experience Cloud. The intern will work on integrating AI capabilities into the existing chatbot to improve customer support efficiency and experience.

Responsibilities:

• Integrate Agentforce with the existing Coveo chatbot as an intelligence layer (conversational AI) (without replacing it)
• Build AI support agents including Case Viewer, Case Status, Escalate Case and Case Comment agents to enable end-to-end case management in chat
• Connect agents to Salesforce using Flows/APIs to retrieve cases, fetch updates, and post comments
• Develop AI features such as case summarization, suggested replies, and recommended knowledge articles
• Create dashboards to analyze case trends, identify recurring issues, and flag high-risk accounts
• Lead the capstone project to design and deliver an AI-powered support experience showcasing real business impact
• Explore indexing video transcripts so academy videos are surfaced based on their actual content, not just course descriptions