Agentforce Brings Vivint Customer Service Teams 24/7 Support
Vivint, an NRG company and leading provider of smart home and security solutions, announced it is leveraging Salesforce's Agentforce to enhance its customer service. Agentforce will provide 24/7 autonomous support, handling routine requests like troubleshooting common device errors, allowing human agents to focus on complex issues. Vivint, a long-time Salesforce customer, serves over two million customers with an average of 14 smart home devices per household. The integration aims to improve customer experience by offering more efficient and relevant support. If Agentforce cannot resolve an issue within a predefined number of steps, it will transfer the case to a human agent. David Porter, COO of Vivint, stated that Agentforce has made an immediate positive impact on their customer service. Adam Evans, EVP & GM of Salesforce AI, highlighted that AI agents enhance customer experiences and drive business growth. Vivint has received over 400 patents for its smart home products and features.
Vivint, un'azienda di NRG e fornitore leader di soluzioni per la casa intelligente e la sicurezza, ha annunciato di utilizzare Agentforce di Salesforce per migliorare il proprio servizio clienti. Agentforce fornirà supporto autonomo 24 ore su 24, gestendo richieste quotidiane come la risoluzione di errori comuni nei dispositivi, consentendo agli agenti umani di concentrarsi su questioni più complesse. Vivint, cliente di lunga data di Salesforce, serve oltre due milioni di clienti con una media di 14 dispositivi per la casa intelligente per famiglia. L'integrazione mira a migliorare l'esperienza del cliente offrendo un supporto più efficiente e pertinente. Se Agentforce non riesce a risolvere un problema entro un certo numero di passaggi prestabiliti, trasferirà il caso a un agente umano. David Porter, COO di Vivint, ha dichiarato che Agentforce ha avuto un impatto positivo immediato sul loro servizio clienti. Adam Evans, EVP e GM di Salesforce AI, ha sottolineato come gli agenti AI migliorino le esperienze dei clienti e stimolino la crescita aziendale. Vivint ha ricevuto oltre 400 brevetti per i suoi prodotti e funzionalità per la casa intelligente.
Vivint, una empresa de NRG y proveedor líder de soluciones para el hogar inteligente y seguridad, anunció que está utilizando Agentforce de Salesforce para mejorar su servicio al cliente. Agentforce proporcionará soporte autónomo 24/7, gestionando solicitudes rutinarias como la solución de errores comunes en los dispositivos, lo que permitirá a los agentes humanos concentrarse en problemas más complejos. Vivint, cliente de Salesforce desde hace tiempo, atiende a más de dos millones de clientes con un promedio de 14 dispositivos de hogar inteligente por hogar. La integración busca mejorar la experiencia del cliente al ofrecer un soporte más eficiente y relevante. Si Agentforce no puede resolver un problema dentro de un número predefinido de pasos, transferirá el caso a un agente humano. David Porter, COO de Vivint, declaró que Agentforce ha tenido un impacto positivo inmediato en su servicio al cliente. Adam Evans, EVP y GM de Salesforce AI, destacó que los agentes de IA mejoran las experiencias de los clientes y promueven el crecimiento empresarial. Vivint ha recibido más de 400 patentes por sus productos y características de hogar inteligente.
Vivint는 NRG의 자회사로 스마트 홈 및 보안 솔루션의 선도적 공급업체로, 고객 서비스를 향상시키기 위해 Salesforce의 Agentforce를 활용한다고 발표했습니다. Agentforce는 24/7 자율 지원을 제공하여 일반 장치 오류 해결과 같은 일상적인 요청을 처리하며, 이를 통해 인간 상담원은 복잡한 문제에 집중할 수 있게 됩니다. Vivint는 오랜 Salesforce 고객으로, 가정당 평균 14개의 스마트 홈 장치를 갖춘 200만 명 이상의 고객에게 서비스를 제공합니다. 이 통합은 보다 효율적이고 관련성 높은 지원을 제공하여 고객 경험을 향상시키는 것을 목표로 하고 있습니다. Agentforce가 미리 정해진 단계 수 내에서 문제를 해결할 수 없으면 해당 사례를 인간 상담원에게 이관합니다. Vivint의 COO인 David Porter는 Agentforce가 고객 서비스에 즉각적인 긍정적 영향을 미쳤다고 말했습니다. Salesforce AI의 EVP이자 GM인 Adam Evans는 AI 상담원이 고객 경험을 향상시키고 비즈니스 성장을 이끌어낸다고 강조했습니다. Vivint는 스마트 홈 제품 및 기능에 대해 400건 이상의 특허를 보유하고 있습니다.
Vivint, une entreprise d'NRG et fournisseur leader de solutions de maison intelligente et de sécurité, a annoncé qu'elle utilise Agentforce de Salesforce pour améliorer son service client. Agentforce fournira un support autonome 24 heures sur 24, gérant les demandes courantes telles que la résolution des erreurs de dispositif, permettant ainsi aux agents humains de se concentrer sur des problèmes plus complexes. Vivint, client de longue date de Salesforce, sert plus de deux millions de clients avec une moyenne de 14 dispositifs de maison intelligente par foyer. L'intégration vise à améliorer l'expérience client en offrant un support plus efficace et pertinent. Si Agentforce ne peut pas résoudre un problème dans un nombre prédéfini d'étapes, il transférera le cas à un agent humain. David Porter, COO de Vivint, a déclaré qu'Agentforce a eu un impact positif immédiat sur leur service client. Adam Evans, EVP et GM de Salesforce AI, a souligné que les agents IA améliorent l'expérience des clients et stimulent la croissance des entreprises. Vivint a reçu plus de 400 brevets pour ses produits et fonctionnalités de maison intelligente.
Vivint, ein Unternehmen von NRG und führender Anbieter von Smart Home- und Sicherheitslösungen, hat angekündigt, Salesforce's Agentforce zur Verbesserung seines Kundenservice zu nutzen. Agentforce wird 24/7 autonomen Support bieten und Routineanfragen wie die Fehlersuche bei häufigen Gerätefehlern bearbeiten, sodass menschliche Mitarbeiter sich auf komplexe Probleme konzentrieren können. Vivint, ein langjähriger Kunde von Salesforce, bedient über zwei Millionen Kunden mit durchschnittlich 14 Smart Home-Geräten pro Haushalt. Die Integration zielt darauf ab, das Kundenerlebnis durch effizienteren und relevanteren Support zu verbessern. Wenn Agentforce ein Problem innerhalb einer festgelegten Anzahl von Schritten nicht lösen kann, wird der Fall an einen menschlichen Agenten weitergeleitet. David Porter, COO von Vivint, erklärte, dass Agentforce sofortige positive Auswirkungen auf ihren Kundenservice hatte. Adam Evans, EVP und GM von Salesforce AI, hob hervor, dass KI-Agenten die Kundenerfahrungen verbessern und das Unternehmenswachstum vorantreiben. Vivint hat über 400 Patente für seine Smart Home-Produkte und -funktionen erhalten.
- Vivint's integration of Salesforce's Agentforce aims to improve customer service by providing 24/7 autonomous support.
- The use of AI allows human agents to focus on complex and critical customer concerns.
- Vivint has a strong customer base with over two million customers and an average customer lifespan of more than nine years.
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Insights
The partnership between Salesforce and Vivint marks a significant advancement in AI-driven customer service automation. With 2 million customers and an average of 14 devices per household, Vivint's implementation of Agentforce represents a substantial operational efficiency opportunity. The autonomous troubleshooting capabilities could significantly reduce the workload on human agents while maintaining service quality.
The strategic value lies in Agentforce's ability to handle routine inquiries while seamlessly escalating complex issues to human agents. Given Vivint's 9+ year average customer lifespan, this AI integration should help maintain high retention rates by improving response times and service accessibility. The deployment also positions Vivint ahead in the competitive smart home market, where service quality is a key differentiator.
This partnership strengthens Salesforce's position in the enterprise AI market, demonstrating real-world applications of its Agentforce technology in large-scale customer service operations. For Salesforce investors, this showcases the company's ability to monetize its AI investments and secure major implementations with established clients. The deal validates Salesforce's AI strategy and could accelerate adoption among other enterprise customers seeking similar efficiency gains.
The implementation at Vivint, with its substantial customer base and device ecosystem, serves as a compelling case study that could drive further enterprise adoption of Salesforce's AI solutions. This positions Salesforce favorably in the competitive landscape of AI-powered customer service platforms.
Vivint leverages AI to streamline customer support, improve customer experience
An industry leader for 25 years, Vivint specializes in award-winning smart home and security systems featuring cutting-edge automation and smart energy integrations. The company has received more than 400 patents for its groundbreaking smart home products and features and currently serves over two million customers across the
A long-time Salesforce customer, Vivint selected Agentforce as a key support tool for its customer service teams due to its ability to respond to inputs, make decisions, and autonomously take action to assist customers with routine requests like troubleshooting common device errors. This allows Vivint’s human agents to focus on complex and critical customer concerns while ensuring that every customer receives the most relevant and efficient support for their unique needs.
Agentforce leverages existing knowledge bases to autonomously troubleshoot common issues. If Agentforce cannot resolve the issue within a predefined number of steps, it will seamlessly transfer the case to a human agent for further assistance. This integration will improve the customer experience by making service more convenient and efficient.
“The integration of Agentforce has provided an opportunity for transformational growth in our customer experience, augmenting our platform and service abilities in a way that has made an immediate positive impact,” said David Porter, Chief Operating Officer, Vivint. “Agentforce offers valuable support for our human agents by taking actions to help customers resolve simple needs while ensuring they receive the same award-winning customer service and support that millions of Vivint customers have come to expect. We believe that this integration will help us continue to revolutionize the smart home experience through elevated, simplified, and intuitive customer experiences.”
“AI agents represent a transformative leap in software, augmenting employees, enhancing customer experiences, and unlocking limitless digital labor for every industry,” said Adam Evans, EVP & GM, Salesforce AI. “We are excited to expand our collaboration with Vivint as it uses Agentforce to enhance customer service, drive business growth, and redefine the smart home experience.”
More information:
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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 Vivint
Vivint, an NRG company, is a leading smart home and security company in
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Source: Salesforce
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