United StatesConsumer goods2025 – ongoingGE Appliances
Agentforce service agents for consumer requests
GE Appliances' Agentforce agents resolved 25% of consumer requests on their own
Problem
GE Appliances serves consumers through a large team of service reps. Many requests were routine, and consumers wanted quick, personal answers.
Approach
The company built autonomous service agents on Salesforce Agentforce, next to its existing Service Cloud setup. It added a commerce agent for its Bodewell service. It monitors the agents with CRM Analytics and the Trust Layer. More agent use cases, including sales and field service agents, are planned.
Results
Takeaway
A first set of service agents took on about a quarter of consumer requests, and the company is planning many more uses on the same platform.
Categories
- Size
- Large enterprise
- Industry
- Consumer goods
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- AI agents
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
Salesforce describes how GE Appliances uses Agentforce service agents and a commerce agent for consumer requests. The page gives an autonomous resolution rate of 25% and says the agents handle over 25% of consumer requests. It lists about 40 further Agentforce use cases as planned.
Full details are in the original sources.
