{"id":12572,"date":"2025-09-09T10:00:30","date_gmt":"2025-09-09T00:00:30","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=12572"},"modified":"2025-09-09T10:00:32","modified_gmt":"2025-09-09T00:00:32","slug":"agentforce-summit-auckland-2025","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/news\/stories\/agentforce-summit-auckland-2025\/","title":{"rendered":"New Zealand Businesses Share Lessons Of Agent Powered Productivity In Auckland"},"content":{"rendered":"\n

Nearly 700 attendees turned out to the Agentforce<\/a> Summit Auckland last week, to hear how New Zealand businesses are using agentic AI to drive better customer experiences.<\/p>\n\n\n\n

This included companies such as Fisher & Paykel<\/a>, Team Global Express<\/a> and One NZ<\/a>, that are at the forefront of using Agentforce to drive significant improvements in their customer interactions, while supporting internal teams to be more efficient and productive in the process.<\/p>\n\n\n\n

Embracing the agentic enterprise <\/h2>\n\n\n\n

For logistics solutions business Team Global Express, Agentforce<\/a> has provided relief where calls almost tripled to the support team when onboarding a new large parcel customer. Up to 60 per cent of those queries related to delivery status, and with a further 4.5 million deliveries last year, that\u2019s a lot of delivery queries being fielded by the team.<\/p>\n\n\n\n

Simone Faile, GM Technology for Team Global Express New Zealand, explained how implementing Agentforce directly into its delivery track and trace system has improved how it supports its customers. \u201cFor our customer support team, it\u2019s definitely taken away some of the pressure. They\u2019re now getting through more delivery queries than they were ever able to get to. The experience has been a positive one, and step forward in the providing that extra support for our customers.\u201d<\/p>\n\n\n\n

\u201cOur customers now interact with our agent \u0100whina – meaning \u2018assist, help, or support’ – to resolve queries about more than just delivery issues, with complex requests now triaged smartly to our team. Within the first 6 weeks, calls to the customer service team have dropped by 10-15 per cent, with positive feedback from customers about the service they are receiving.\u201d<\/p>\n\n\n\n

\u201cAs a customer-centric business, \u0100whina enhances our customers experience with the potential to completely reshape our service model.\u201d<\/p>\n\n\n

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Open Image Modal<\/span>\"Hamish<\/a>
Hamish Miles, Country Leader New Zealand, Salesforce ANZ presents the keynote at Agentforce Summit Auckland. <\/figcaption><\/figure>\n
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