Customer support chat screen offering setup assistance and a fitting guide for a Fisher & Paykel CPAP mask.

Fisher & Paykel resolves more appliance issues with Agentforce

Customers get step-by-step guidance, faster answers, and seamless self-service through natural conversations grounded in trusted product knowledge.

September 15, 2026

The results

~ 80 %

resolution rate

45 %

of appointments completed online

Live in 6 markets

Routine issues became phone calls

Fisher & Paykel is known for premium home appliances and the high-touch service that comes with them. But with about 60% of support calls focused on routine product troubleshooting, growing demand meant more customers were turning to the contact center for issues that could potentially be resolved through self-service.

Fisher & Paykel had already introduced legacy Einstein chatbots to help customers find answers before calling. The bots could surface knowledge articles, but they couldn't interpret the content, guide customers through troubleshooting, or complete tasks, and resolution rates plateaued at 30%. Many customers still had to piece together answers before contacting support. Fisher & Paykel saw an opportunity to make that journey work more smoothly, with intelligent self-service that could resolve more issues while extending premium support across global markets.

Routine support, fully automated

To deliver the premium support experience they envisioned, Fisher & Paykel reimagined their website chat as an intelligent first line of customer service with Agentforce. Instead of pointing customers to documentation, the agent understands their problem, guides them through a solution, and autonomously resolves many routine requests.

For example, a customer notices their refrigerator is beeping. They can open a live chat from the Help and Support or Contact Us pages on Fisher & Paykel's website and start a conversation with Agentforce in English, Canadian French, and Spanish. The agent asks a few questions to identify the exact refrigerator model, then searches more than 10,000 Salesforce Knowledge articles, over 50,000 service manuals, and 100 million CRM records. From there, it turns the relevant product information into clear, step-by-step guidance tailored to that refrigerator and issue.

Agentforce also makes everyday support easier, guiding customers to the right place to register products, reorder water filters, explore promotions, or manage service requests without having to navigate the support site themselves.

If the issue requires hands-on service or support beyond the agent's scope, Agentforce routes the customer to a service rep with the right skills in Service Cloud, along with the full conversation history, product details, and suggested next steps.

“If we can resolve an issue immediately through Agentforce – without the customer having to take time off work or wait for a technician to visit – that's a premium experience,”said Marisa Lioi, CRM Operations Manager.

Intelligence behind every answer

Every Agentforce answer starts with a connected data foundation. Data 360 creates that foundation by unifying first-party data, including more than 100 million Salesforce CRM records and 10,000 Salesforce Knowledge articles, with third-party data from Amazon S3. More than 50,000 product manuals remain in Amazon S3 and connect to Data 360 through a zero-copy architecture, making that content available without moving or duplicating it. Using retrieval-augmented generation (RAG), Agentforce searches across these connected sources to retrieve only the information relevant to the customer's appliance and issue before generating a response.

Architecture diagram of Fisher & Paykel Agentforce

When a customer describes a problem, the agent doesn't immediately search everything. It first asks clarifying questions to identify the exact appliance model, then uses custom Apex logic and product metadata to narrow the search to only the manuals and knowledge articles that apply. A semantic search engine combines information from structured CRM data and unstructured manuals, allowing the agent to turn thousands of technical documents into clear, personalized guidance.

The same intelligence extends beyond troubleshooting. If a customer wants to track, cancel, or reschedule a service appointment, Agentforce first verifies their identity by collecting details like their name, email address, and appointment number, then matches that information against Salesforce CRM records before providing secure access. For tasks like product registration, water filter subscriptions, spare parts, or promotions, it automatically directs customers to the appropriate country-specific registration form or account portal.

A faster path to resolution

Customers can now solve their own issues 80% of the time with help from Agentforce. And when they need a technician, Agentforce makes it easier to schedule or manage service by guiding them to the right booking experience. Today, 45% of technician and service appointments are completed online, without a call to the contact center.

Service reps also spend less time getting up to speed. When Agentforce escalates an inquiry, it automatically passes along an AI-generated conversation summary and relevant knowledge, giving reps the context they need before they join the interaction. This has enabled reps to resolve issues more efficiently and support more customers each day.

Why Fisher & Paykel chose Salesforce

Salesforce Trust Layer

Agentforce operates within the Trust Layer — enforcing data masking, prompt defense, toxicity detection, and zero data retention across every customer interaction. Rather than building custom safeguards, Fisher & Paykel inherited enterprise-grade AI governance from day one.

Unified context

“What stood out was Data 360’s ability to create a unified view of the customer,” said Lioi. “We can bring together cases, service appointments, messaging sessions, and other customer interactions into a single data model. Agentforce has the context it needs to deliver meaningful answers quickly, with everything already connected in Salesforce.”

Low-code and no-code agent development

Fisher & Paykel deployed a production-ready AI agent across six markets without building from scratch. With Agent Builder, native Service Cloud integration, pre-built RAG connectors, and the Trust Layer already built in, the team configured, tested, and launched instead of engineering their way to go-live.

Salesforce Professional Services

Fisher & Paykel partnered with Salesforce Professional Services to build and launch their first production-ready agent in under three months. Together, they grounded the agent in company data and brand standards, built a custom hybrid retriever, and configured brand-specific Amazon S3 subfolders and prompt templates.

Salesforce Signature Success Plan

The Signature Success Plan has been instrumental in supporting complex multi-cloud Agentforce deployments and Data 360 vector search integrations. With 24/7 LLM connection monitoring, failure alerts reach experts before Fisher & Paykel is affected, contributing to 80% fewer SEV 1 incidents and two to three times faster case resolution.

An icon of an agent fist and human fist fist-bumpting.

Trusted partnership

“Working with Salesforce helped us move much faster,” said Lioi. “Building the agent while learning about LLMs, guardrails, instructions, and the underlying capabilities would have taken considerably longer. Having Salesforce as a partner accelerated the implementation, helped us navigate that complexity, and enabled us to realize value much sooner.”