NorwayConsumer goods2025 – ongoingreMarkable
Mark, an Agentforce assistant on the customer support site
reMarkable's Agentforce assistant resolved 37% of support cases on its own
Problem
reMarkable sells paper tablets worldwide and needed round-the-clock answers to routine customer questions. Live reps handled every case.
Approach
reMarkable built Mark on Agentforce and put it on its support site in three weeks. Mark answers routine questions from the Salesforce knowledge base and passes the full chat history to a live rep through Service Cloud when a case needs a person.
Results
Takeaway
Starting with routine questions let the assistant take over a third of cases while reps kept the complex ones.
Categories
- 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
The story covers reMarkable's Agentforce assistant Mark on its support site and an internal IT assistant in Slack. It reports that Agentforce resolves 37% of support cases autonomously.
Full details are in the original sources.
