Deployment of autonomous AI agents at Fisher
& Paykel will help provide 24/7, tailored support for
customers
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.
For example, Agentforce will be able to take actions, like
proactively notifying a customer that their freezer temperature is
showing irregularities. The autonomous AI agent will diagnose the
problem, alert the service team, and then help the customer
schedule an appointment to resolve the issue. Next, the agent
passes off the work order to a technician for the onsite job, while
also providing job-specific details and knowledge articles and
generating a post-work summary.
Expanding sales and service with agents, data, and
CRM
With Salesforce, Fisher & Paykel has a single platform that
brings together AI, data, and CRM to enable next-generation
customer and employee experiences. In addition to Agentforce,
Fisher and & Paykel is leveraging Salesforce to:
- Unlock Trapped Data: Data Cloud can unlock trapped
customer data, create a 360-degree view of every customer, and
ground Agentforce agents with its CRM engagement and other data
needed to deliver trusted, accurate output. Marketing Cloud uses
the data to create hyper-personalized marketing segments. The
company can also trigger automated journeys based on customers’
buying signals, such as visits to specific product pages on the
website.
- Increase Customer Engagement: With the ability to send
more targeted communication, Fisher & Paykel is now sending
more emails and achieving better results. For example, in 2023, it
saw a 206% increase in unique opens and an 112% increase in unique
clicks generated.
- Personalize Support: With Service Cloud, Fisher &
Paykel can provide smarter, more custom support to customers all
over the globe. Integrated with the brand’s call center technology,
it provides operators with instant insight into the customer at the
end of the phone — letting them continue the conversation where the
last operator left off without the customer having to repeat
themselves. With Service Cloud, the average service rep training
time is reduced by 76%. Service agents can also book an on-site
service technician, then and there on the phone, using Field
Service. Appointment confirmations are sent automatically the
evening prior and include a link where customers can track the
arrival of their technician.
“Consumers of any product expect customer service to be quick,
effective, and personal. That is exactly what Agentforce will
deliver for Fisher & Paykel,” said Adam Evans, EVP & GM of
Salesforce AI Platform. “With Agentforce, Fisher & Paykel is
unlocking new capabilities for sales and service while augmenting
their employees, building deeper customer relationships, and
driving unprecedented growth and profitability."
Learn more:
- Read more about how Fisher & Paykel is using
Salesforce
- Learn more about Agentforce and Data Cloud
- Learn more about Marketing Cloud and Service Cloud
About Salesforce
Salesforce helps organizations of any size reimagine their
business for the world of AI. With Agentforce, Salesforce's trusted
platform, organizations can bring humans together with agents to
drive customer success—powered by AI, data, and action. Visit
www.salesforce.com for more information.
About Fisher & Paykel
Luxury appliances, designed in Aotearoa New Zealand since
1934.
Fisher & Paykel is a global luxury appliance company founded
in New Zealand with a unique culture of curiosity and world-first
innovation. For 90 years, we have challenged conventional appliance
design with a human insight, performance innovation and
technology-led approach, resulting in iconic products that respond
to the changing nature of the kitchen and reimagine the future of
fabric care.
Today, as we design for a changing world, we carry our legacy of
innovation into the future with efficient, connected and refined
appliance ecosystems. Built to last and engineered for life, they
integrate seamlessly with modern homes and lifestyles, and
accelerate our carbon-zero transition.
* Any unreleased services or features referenced in this post
are not currently available and may not be delivered on time or at
all. Customers who purchase Salesforce applications should make
their purchase decisions based upon features that are currently
available.
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version on businesswire.com: https://www.businesswire.com/news/home/20241120907571/en/
PR Contact: pr@salesforce.com
Salesforce (NYSE:CRM)
過去 株価チャート
から 10 2024 まで 11 2024
Salesforce (NYSE:CRM)
過去 株価チャート
から 11 2023 まで 11 2024
