AustraliaRetail and e-commerce2026 – ongoing

Kogan.com

Salesforce Agentforce customer service agent

Kogan.com's Agentforce agent took about half of customer inquiries and raised true resolution from 6.2% to about 20%

In progressVendor case studyVendor ↗

Problem

Kogan's earlier rule-based bot resolved only about 6% of inbound inquiries. Where-is-my-order questions made up roughly 60% of requests.

Approach

Kogan rebuilt the bot as a Salesforce Agentforce agent, prototyped in an internal hack day and live in production about six weeks later, launched in March 2026. It reads order status from SAP, handles cancellations and address changes, recommends products, troubleshoots TVs and runs a seven-step TV return flow with photo upload and duplicate-case checks. Unresolved inquiries go to a live agent with a summary, or the customer is offered a callback after a 15-minute wait.

Results

approximately 50%share of total customer inquiry volume handled by Agentforce, per SalesforceVendor case study[1]

6.2% to approximately 20%true resolution rate, from launch to the time of writing, per SalesforceVendor case study[1]

roughly 5,000 cases per monthcases processed automatically, per SalesforceVendor case study[1]

10%drop in customer servicing costs reported alongside the launch, per SalesforceVendor case study[1]

Takeaway

Kogan began with its most common question, order status, and added returns and troubleshooting after. Salesforce reported a 20% sales volume increase in the same period and did not attribute it to the agent.

Sources

How Kogan.com Automated 67% of Customer Inquiries and Tripled Resolution
Salesforce10 Jul 2026Vendor publication
Kogan taps AI agent to handle customer service
iTnews14 Oct 2026News article

Source summaries

[1]Salesforce10 Jul 2026

Salesforce's customer story covers the Agentforce agent Kogan launched in March 2026. It reports about 50% of inquiry volume handled, true resolution up from 6.2% to about 20%, and about 5,000 cases a month. The headline's 67% does not match the article body, so it is not used here.

[2]iTnews14 Oct 2026

iTnews reports that Kogan's first bot resolved about 6% of inquiries and the rebuilt agent covers 10 use cases. It describes the SAP order lookups, recommendations across 16 million SKUs and image checks on return photos. It gives no resolution results for the new agent.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026