Fisher & Paykel gives reps instant appliance expertise with Agentforce

Disconnected tools slowed service

Fisher & Paykel designs premium home appliances and has built their reputation on delivering exceptional customer experiences long after a product is installed. Service reps were expected to provide expert support across an extensive product line, even as appliances, parts, and technical guidance continued to evolve.

Adding to that complexity, customer history and product knowledge were spread across disconnected systems, fragmented records, and large libraries of legacy manuals. Reps spent valuable time moving between sources to piece together answers, leading to longer calls, added employee stress, and inconsistent service. Fisher & Paykel needed a simpler way to connect that knowledge and make the right information easier for every rep to find.

Instant insights, faster service

To help reps spend less time searching and more time helping customers, Fisher & Paykel launched Arthur, an internal AI assistant built with Agentforce. Working directly inside Service Cloud, Arthur surfaces customer history, technical knowledge, and intelligent recommendations, giving reps what they need to deliver faster, more informed support.

For example, when a customer calls about a dishwasher that won't drain, the rep can ask Arthur for help rather than leaving the case to search for answers. Arthur uses the exact dishwasher model to provide step-by-step troubleshooting guidance the rep can walk through with the customer. It can also identify the right spare part, check pricing, and recommend what to do next. And when the rep needs more context, Arthur can summarize recent cases, service appointments, online orders, and customer sentiment, giving them the full picture without switching between systems.

With Arthur handling the research, reps are free to build rapport, ask questions that help them understand the customer’s needs, and provide consistently premium service experiences.

“Having information available in the moment means customers get answers faster and don't have to be transferred or kept waiting,” said Marisa Lioi, CRM Operations Manager. “This is the premium experience our customers expect, and Agentforce helps us deliver it.”

Trusted data, better guidance

Behind every Arthur answer is a vast amount of customer and product data that Agentforce searches and synthesizes in seconds. Arthur draws on more than 100 million CRM records unified in Data 360, 10,000-plus Salesforce Knowledge articles, and more than 100GB of technical manuals stored in Amazon S3. Using retrieval-augmented generation (RAG) and an ensemble retriever, Agentforce blends keyword and conceptual search across structured CRM data and unstructured manuals. Document intelligence and appliance-specific context then narrow the results to information relevant to the customer, product, and issue.

For a spare parts request, Arthur searches brand-specific manuals and exploded-view diagrams to return the exact part number, eliminating the need to place customers on hold while a rep consults a specialist. Arthur also extends its support beyond the conversation by drafting personalized follow-up emails using customer context and case history, helping reps close out cases faster with less manual work.

Guardrails help keep every response accurate and trustworthy. Arthur searches only approved internal knowledge sources and uses the appliance tied to the customer's case to retrieve model-specific manuals and product information, reducing irrelevant results and keeping guidance grounded in the right product.

Confidence in every conversation

Arthur has become a trusted part of the daily workflow for Fisher & Paykel's contact center teams, earning a 75% thumbs-up rating from the reps who use it. Not only has it reduced the time and effort required to find answers, it’s streamlined complex tasks like spare parts inquiries and given employees greater confidence during customer conversations.

“We're getting incredibly positive feedback from our contact center,” said Lioi. “People are saying, ‘I love Arthur. It's fantastic. I ask a question, and it gives me the answer straight away.’ That's exactly the experience we were hoping to create.”

Those improvements are changing how the contact center operates. With customer context and technical knowledge available from the start, reps spend less time putting customers on hold or transferring cases to the Technical Advisory Center. Customers get answers faster, and service reps can focus on resolving issues instead of tracking down information.