Conversational AI & Agentic Support Automation… at Actian · Remote

Summary: Actian Corporation 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, focusing on developing advanced customer support capabilities and improving efficiency. 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 Required Qualifications: - Must be actively enrolled in a college degree program - Must be legally authorized to work in the United States Preferred Qualifications: - Exposure to AI/ML concepts such as generative AI, chatbots, or natural language processing - Strong communication, analytical and problem-solving skills with an interest in improving customer experience through technology - Strong understanding of Salesforce (Service Cloud/Experience Cloud) or CRM platforms; familiarity with Coveo or search/AI tools is a plus - Pursuing a degree in Computer Science, Information Systems, Data Science, or a related field - Experience or coursework in APIs, data integration, or automation (e.g., REST APIs, workflows, or similar concepts) Required Skills: Salesforce Service Cloud, Salesforce Experience Cloud, Agentforce, Conversational AI, Generative AI, Coveo, Case Management, APIs, Salesforce Flows, Case Summarization, Suggested Replies, Knowledge Article Recommendations, Dashboard Creation, Data Integration, Automation, REST APIs, Analytical Skills Benefits: Intern Events— just because the internship is remote, doesn’t mean we don’t have time for fun! Regular intern events will be hosted throughout your 12-weeks with us!, Time with Executives— Interns all get a chance to connect with our executive team through panel discussions, 1:1s, Q&A meetings, and events, Workshops — Interns participate in workshops geared towards helping new professionals, Opportunity to travel – we will fly you out for onsite orientation at our Austin, Texas office location!