Against the Clock: How Data 360 Launched the Informatica Help Agent in 24 Days
Summary
The article highlights how the Data 360 team rapidly built a trusted AI-ready knowledge base for the Informatica Help Agent in just 24 days post-acquisition. It demonstrates practical strategies to convert 100,000 unstructured documents into a reliable, searchable intelligence system using proven ingestion, chunking, and indexing patterns. The approach balances quick delivery with high retrieval accuracy, enabling an 80% resolution rate and minimal human escalation. Salesforce teams can learn how leveraging reusable Data 360 architectural frameworks and handling complex data challenges accelerates AI agent deployments in fast-paced environments.
Takeaways
- Leverage reusable Data 360 patterns for rapid ingestion and indexing of unstructured knowledge.
- Use configuration and prompting to handle product versioning without changing core logic.
- Clean and normalize raw HTML content automatically to improve AI retrieval accuracy.
- Apply metadata tagging during ingestion to enable precise, context-aware search filtering.
- Focus on delivering a production-grade data foundation before tackling complex edge cases.
By Irina Malkova and Alexander Smith. In our Engineering Energizers Q&A series, we highlight the engineering minds driving innovation across Salesforce. Today, we spotlight Irina Malkova, Vice President of Product and Success Data, who helped deliver the data foundation behind the Informatica Help Agent in just 24 days. Explore how the team met an ambitious deadline by refining project focus, converting 100,000 unstructured documents into searchable intelligence via Data 360 , and applying established architectural frameworks to enable reliable retrieval for live agents. What is your team’s mission as it relates to building the Data 360 foundation for the Informatica Help Agent? The team builds trusted AI-ready context. In this case, a knowledge base that empowers Informatica agent to reliably answer customer questions and reduce support cases. We support all agents that augment the Customer Success business motion, including those on help.salesforce.com and slack.com/help.