To deliver luxury service, Fisher & Paykel needed a faster, more accurate way to help customers. With Agentforce, customers get immediate, effective support, reducing the need for technician visits.

One NZ set out to simplify their prepaid offerings and migrate hundreds of thousands of customers to seven improved plans. With Agentforce, existing customers can easily understand and pick a new plan on-demand.

Agentforce will enable us to have personalisation across those customer journey pre-sales sales and after sales. Every touch point, at the right time with the right message, based on a 360° view.

It’s like this collaboration that we’re seeing between agents and humans. It’s not us versus them; it’s we. Suddenly, it’s this way of working that lets teams move at their natural tempo. This is the perfect tool for a team to run at speed. Salesforce can deliver digital labor, and I get to wake up in the morning, thinking about customers.

People don’t want to wait to get their question answered. What would happen if the diners aren’t getting what they need? Now they’re angry. “Hey, you sloughed me off to a bot. It didn’t answer me, and I’m grumpy.” And so now when you have that interaction with a human agent, we have to dig ourselves out of this hole. Maybe we answer the question very quickly, but they’re always going to remember, “hey that didn’t work out well the first time.” The dream I have is that Agentforce answers more questions, more quickly. Success with Agentforce is deflecting the questions that our customers have, so fewer things get escalated to a human, the diners are getting their questions answered quickly, and we’re able to take care of it without a human resource.