SharkNinja delights from setup to first use with agentic unboxing support

Bridging the post-purchase gap

SharkNinja designs high-performance home and lifestyle products that make everyday tasks faster and more enjoyable. Their products range from simple kitchenware to advanced appliances, and this variety made supporting customers after purchase complicated.

For example, the Ninja Luxe Café Premier espresso machine includes more than 20 parts and accessories. Because it can brew everything from americanos to flat whites — hot or iced — finding the right settings took time. For help, customers relied on horizontal PDFs that weren’t optimized for mobile, leading to confusion during unboxing and setup.

This one product drove thousands of service inquiries related to setup in 2025, with average handle times reaching 18 minutes per call. SharkNinja saw a clear opportunity to make it easier for customers to get post-purchase support — especially for technical products that required more guidance.

Support from unboxing to brewing

To take the guesswork out of setup, SharkNinja built agentic unboxing support powered by Agentforce to guide new Ninja Luxe Café Premier espresso machine owners from first open to first use. Instead of relying on static instructions, they get step-by-step, interactive help.

When a customer unboxes their new espresso machine, they can scan a QR code on the box to open a model-specific experience. From there, they can follow visual setup steps at their own pace, ask questions like “How do I clean the milk frother?” and get real-time, conversational guidance tailored to their progress.

Agentforce handles these interactions autonomously, combining structured instructions with context-aware responses. It walks customers through setup, explains features, helps register warranties, and even suggests recipes or accessories for ongoing use.

If a customer asks to speak with a human or raises a safety concern — like a machine malfunction — Agentforce will pass the full conversation, context, and next steps directly to a live rep in real time for a seamless handoff.

From product data to real-time guidance

Agentforce is powered by Data 360, which harmonizes product-specific information in Salesforce Knowledge, the Agentforce Data Library, and recipes indexed by product number in Agentforce Commerce. This ensures every answer is grounded on verified specifications tied directly to a specific model number, not generic content.

When a customer scans the QR code, Agentforce launches a guided experience hosted on Experience Cloud. It starts with simple options like setting up the machine, dialing in espresso, or exploring recipes, then follows a preset, step-by-step flow to walk through each part of the product. This deterministic guidance ensures customers don’t miss critical steps.

At any point, customers can go off-script and ask questions in their own words. Agentforce analyzes the request, pulls product-specific content — like articles, images, or videos — and responds in real time. It can explain why something like two calibration cycles is important, revisit earlier steps, or provide quick tips for maintenance, all based on the exact model in use.

Every interaction helps SharkNinja refine and improve the agent. With Agentforce Observability, SharkNinja can track where customers get stuck, which features prompt the most follow-up questions, and how long they spend on each step.

Delivering value from day one

SharkNinja launched their unboxing agent in April 2026, and early expectations point to meaningful impact at scale. They anticipate that Agentforce will autonomously resolve 30% of inquiries while assisting around 1,000 customers per day, reducing the need for customers to call support and helping them start enjoying delicious espresso faster.

“Agentforce has already freed up an enormous amount of time for our service reps,” said Mark Rosenzweig, Founder. “And it’s a win for the consumer because they don’t have to wait anymore. They’re getting the answers they need quickly.”

Looking ahead, SharkNinja plans to expand the unboxing agent with more advanced capabilities, including completing purchases, registering warranties, and updating account information. Future updates will also enable live handoffs to service reps and extend model-specific unboxing experiences across more products, enabling the same guided support for SharkNinja’s other home and outdoor products.

Why SharkNinja chose Salesforce

Salesforce's forward-deployed engineers

Forward-deployed engineers (FDEs) from the Salesforce Professional Services team built a custom retriever that ensures Agentforce only surfaces content tied to a specific product model. They also handled overnight debugging and supported end-to-end deployment to keep the unboxing experience accurate and running smoothly.

Agent memory and state tracking

Messaging variables enable the unboxing agent to keep track of each customer’s progress throughout guided setup. If they have to stop and restart the process for any reason, Agentforce brings them directly back to the same step where they left off — no scrolling or losing their place in the conversation.

Multi-language support

Agentforce supports multiple languages — including English, Spanish, Portuguese, French, Italian, German, and Japanese — giving SharkNinja a clear path to eventually scale support globally. “Scaling support across 28 markets is no small feat,” said Velia Carboni, CIO. “Agentforce is going to help us succeed globally.”

Context-aware escalation

Context-aware escalation helps keep customers safe by recognizing when an issue may be serious. If a customer reports something like “my machine is sparking,” Agentforce immediately directs them to the “Contact us” page for prompt support.