Deployment of autonomous AI agents at Fisher & Paykel will help provide 24/7, tailored support for customers
SAN FRANCISCO & AUCKLAND, New Zealand, November 20, 2024--(BUSINESS WIRE)--Salesforce (NYSE: CRM), the world's #1 AI CRM, today announced that luxury appliance manufacturer Fisher & Paykel, will deploy Agentforce to scale its customer support team with autonomous agents -- taking actions like answering frequently asked questions, scheduling service appointments, and more, freeing up human agents' time for higher value tasks.
Agentforce, a new layer on the Salesforce Platform that enables companies to easily build and deploy AI agents that can autonomously take action across any business function, will help Fisher & Paykel deliver around-the-clock, high-quality support, giving customers experiences that are in keeping with its premium appliances. And, by handing off simpler and more routine tasks to agents, Fisher & Paykel's human reps will have more time to spend building customer relationships that increase sales.
"Our customers expect efficient and personalized experiences when they engage with our brand -- experiences that mirror the luxury of our products," said Rudi Khoury, Chief Digital Officer, Fisher & Paykel. "With Agentforce, we will enhance our partnership with Salesforce, deploying autonomous agents that will deliver for our customers when they need us most, while simultaneously driving sales."
Fisher & Paykel, which strives to be the most human-centered appliance brand in the world, recognized the need to engage the right partner to create a step change in the quality of its customer service experience. Employees lacked visibility into customers' interaction histories, leading to prolonged, less efficient service calls. To provide more precise appointment times, technicians required better visibility into the specifics of their onsite jobs.
Additionally, professional customers like retailers, builders, and designers sought more convenient ways to collaborate with the company, like the ability to check inventory and place orders online at any time, rather than waiting to call their representative during business hours.
With Agentforce, autonomous agents will be able to respond automatically to frequently asked questions, process orders, and schedule service appointments. Agents can also provide details to the technician leading any onsite jobs, giving them information on where the appointment is located and how old the appliance might be, freeing up human time for higher value tasks.