New ZealandConsumer goods2025 – ongoingFisher & Paykel
Agentforce self-service and service rep assistant for appliance support
Fisher & Paykel reached an 80% resolution rate with Agentforce across self-service and service reps
Problem
Fisher & Paykel needed to settle customer issues faster, from first contact through to field repairs. Customers wanted answers without a long wait, and service reps needed product and case history at hand.
Approach
The company used Agentforce to guide customers through self-service with product knowledge. An agentic assistant in Service Cloud summarized customer history and gave technical guidance to service reps. Field technicians received AI-generated pre-work briefs, predicted likely issues, troubleshooting help and spare parts recommendations.
Results
Takeaway
Fisher & Paykel used one AI layer for customers, reps and field technicians, so the same product knowledge served all three.
Categories
- Size
- Large enterprise
- Industry
- Consumer goods
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- AI agentsGenerative AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
Salesforce describes how Fisher & Paykel used Agentforce for customer self-service, a service rep assistant and field technician briefs. The page gives an 80% resolution rate. It also says first-time fixes rose, without a number.
Full details are in the original sources.
