Palo alto networks customer intelligence agentic design

For a global cybersecurity leader like Palo Alto Networks, a comprehensive understanding of each customer is critical for success. For every engagement the Palo Alto Networks pre-sales team has, the comprehensive understanding is centralized in an internal Document of Record (DOR), a vital asset that provides a 360-degree standardized view of the customer for sales and support teams.

The Challenge: A manual, time-intensive process

Historically, creating a DOR was a manual process that required significant effort from highly skilled employees.

The task involved:

• Gathering data from Salesforce.

• Searching through extensive internal knowledge bases spread across multiple systems.

• Synthesizing the information into a structured document.

This process could take days, delaying the opportunity to be won and closed, while diverting valuable time from experts who could otherwise be focused on customer-facing strategic work. To address this inefficiency, Palo Alto Networks sought to automate the entire workflow using a sophisticated AI agent ...