Fisher & Paykel Chooses Salesforce Agentforce to Boost Global Customer Sales and Service
Fisher & Paykel has chosen Salesforce Agentforce to enhance its global customer support operations. The luxury appliance manufacturer will deploy autonomous AI agents to handle routine tasks like answering FAQs and scheduling service appointments, allowing human agents to focus on higher-value activities. The implementation has shown significant results, including a 206% increase in unique email opens and 112% increase in unique clicks in 2023. The system integrates with Data Cloud, Marketing Cloud, and Service Cloud, reducing service rep training time by 76%. The AI agents can proactively monitor appliance performance, diagnose issues, and coordinate service appointments, providing 24/7 customer support.
Fisher & Paykel ha scelto Salesforce Agentforce per migliorare le sue operazioni di supporto clienti a livello globale. Il produttore di elettrodomestici di lusso implementerà agenti AI autonomi per gestire compiti di routine come rispondere a domande frequenti e programmare appuntamenti di assistenza, permettendo agli agenti umani di concentrarsi su attività di maggior valore. L'implementazione ha mostrato risultati significativi, tra cui un aumento del 206% nelle aperture uniche delle email e un aumento del 112% nei clic unici nel 2023. Il sistema si integra con Data Cloud, Marketing Cloud e Service Cloud, riducendo il tempo di formazione degli operatori di servizio del 76%. Gli agenti AI possono monitorare proattivamente le prestazioni degli elettrodomestici, diagnosticare problemi e coordinare appuntamenti di servizio, fornendo supporto clienti 24 ore su 24, 7 giorni su 7.
Fisher & Paykel ha elegido Salesforce Agentforce para mejorar sus operaciones de soporte al cliente a nivel global. El fabricante de electrodomésticos de lujo implementará agentes de IA autónomos para manejar tareas rutinarias como responder preguntas frecuentes y programar citas de servicio, permitiendo a los agentes humanos concentrarse en actividades de mayor valor. La implementación ha mostrado resultados significativos, incluyendo un aumento del 206% en las aperturas únicas de correo electrónico y un aumento del 112% en los clics únicos en 2023. El sistema se integra con Data Cloud, Marketing Cloud y Service Cloud, reduciendo el tiempo de capacitación de los representantes de servicio en un 76%. Los agentes de IA pueden monitorear proactivamente el rendimiento de los electrodomésticos, diagnosticar problemas y coordinar citas de servicio, proporcionando soporte al cliente 24/7.
피셔 & 페이켈은 전 세계 고객 지원 운영을 강화하기 위해 세일즈포스 에이전트포스를 선택했습니다. 이 럭셔리 가전제품 제조업체는 FAQ에 답하거나 서비스 예약을 잡는 등 일상적인 업무를 처리하기 위해 자율 AI 에이전트를 배포하여 인간 에이전트가 더 가치 있는 활동에 집중할 수 있도록 합니다. 이 구현은 2023년 이메일 고유 열람 수 206% 증가와 고유 클릭 수 112% 증가를 포함하여 상당한 결과를 보여주었습니다. 이 시스템은 데이터 클라우드, 마케팅 클라우드 및 서비스 클라우드와 통합되어 서비스 담당자의 교육 시간을 76%만큼 줄입니다. AI 에이전트는 가전 제품 성능을 능동적으로 모니터링하고, 문제를 진단하며, 서비스 약속을 조정하여 24시간 고객 지원을 제공합니다.
Fisher & Paykel a choisi Salesforce Agentforce pour améliorer ses opérations de support client à l'échelle mondiale. Le fabricant d'appareils électroménagers de luxe déploiera des agents IA autonomes pour gérer des tâches de routine telles que répondre aux questions fréquentes et planifier des rendez-vous de service, permettant ainsi aux agents humains de se concentrer sur des activités à plus forte valeur ajoutée. La mise en œuvre a montré des résultats significatifs, y compris une augmentation de 206% des ouvertures uniques d'e-mails et une augmentation de 112% des clics uniques en 2023. Le système s'intègre à Data Cloud, Marketing Cloud et Service Cloud, réduisant le temps de formation des agents de service de 76%. Les agents IA peuvent surveiller proactivement les performances des appareils, diagnostiquer des problèmes et coordonner des rendez-vous de service, offrant un support client 24/7.
Fisher & Paykel hat sich für Salesforce Agentforce entschieden, um seine globalen Kundenservicetätigkeiten zu verbessern. Der Hersteller von Luxusgeräten wird autonome KI-Agenten einsetzen, um Routineaufgaben wie die Beantwortung von FAQs und die Terminplanung für Serviceleistungen zu übernehmen, wodurch menschliche Agenten sich auf wertschöpfende Tätigkeiten konzentrieren können. Die Implementierung hat signifikante Ergebnisse gezeigt, darunter einen 206% Anstieg der einzigartigen E-Mail-Öffnungen und einen 112% Anstieg der einzigartigen Klicks im Jahr 2023. Das System integriert sich mit Data Cloud, Marketing Cloud und Service Cloud, wodurch die Schulungszeit für Service-Mitarbeiter um 76% verkürzt wird. Die KI-Agenten können proaktiv die Leistung der Geräte überwachen, Probleme diagnostizieren und Servicetermine koordinieren, um einen 24/7-Kundensupport bereitzustellen.
- 206% increase in unique email opens and 112% increase in unique clicks in 2023
- 76% reduction in service representative training time
- Implementation of 24/7 autonomous customer support system
- Enhanced data integration enabling personalized customer service
- None.
Insights
Fisher & Paykel's implementation of Salesforce's Agentforce represents a significant digital transformation that could drive substantial operational efficiencies. The deployment shows impressive early results with
The integration of AI agents for 24/7 customer support, combined with Data Cloud's unified customer view and automated marketing capabilities, creates a powerful ecosystem for revenue growth. The ability to handle routine tasks autonomously while maintaining personalized service levels positions F&P well against competitors in the luxury appliance space.
Key technical advantages include proactive maintenance alerts, automated appointment scheduling and real-time technician tracking - features that typically result in higher customer satisfaction and retention rates in the appliance industry.
This partnership strengthens Salesforce's position in the enterprise AI market while demonstrating real-world applications of its Agentforce platform. The implementation at a luxury appliance manufacturer provides a compelling use case for other potential enterprise clients, particularly in sectors requiring high-touch customer service.
The focus on automating routine tasks while enhancing personalization aligns with current market trends toward AI-augmented customer service. The demonstrated efficiency gains in marketing engagement and service rep training suggest potential for significant ROI, which could accelerate Salesforce's enterprise AI adoption rates.
Deployment of autonomous AI agents at Fisher & Paykel will help provide 24/7, tailored support for customers
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.
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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 an112% 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
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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