Agentforce helps Vivint deliver seamless customer service day and night.

Vivint, an NRG company, offers integrated smart home and security experiences with individual consultation, professional installation, monitoring, and customer support to 2+ million U.S. customers.

Growing demand for smart home technology creates a need for cost-effective customer service at scale.

Vivint is all about making homes smarter and safer. They help over 2 million customers secure their homes with smart devices like cameras, sensors, and thermostats. When customers get an alert via their Vivint App, Vivint’s goal is to bring them peace of mind fast, solve their issue quickly, and keep their homes running smoothly.

Acquired in 2023 by leading energy and home services company NRG, Vivint is seeing a jump in demand for its products. The acquisition unlocked expanded sales, marketing, and customer footprints, bringing exciting opportunities to serve a growing customer base and enhance service capabilities at scale. Another contributor to Vivint’s growth is the industry itself: According to Grand View Research, the demand for smart home products is expected to grow more than 20% every year in the U.S. between now and 2030.

With the majority of their customer service handled over the phone and their number of customers growing, Vivint needed a way to deliver prompt, effective support without raising costs.

Agent-first customer service provides 24/7 smart home device troubleshooting.

Agentforce — the new agentic layer on the Salesforce Platform — autonomously handles Vivint’s sophisticated customer support cases with little need for extensive customization. Deeply integrated into Service Cloud, which they were already using, Agentforce seamlessly uses the existing Flow automations, data, and service queues their teams use every day. Not only does Agentforce allow Vivint to use what they’ve already built on Salesforce, they can also easily integrate with their own proprietary systems, their external device diagnostics data, and the IoT data on their own platform.

Vivint initially believed that a prebuilt solution like Agentforce might not be able to handle the complexity of their customer service cases and their industry. A technology innovator, Vivint first decided to develop their own DIY agent as a test. Although their solution worked at a basic level, it faced challenges in scalability, security, and flexibility for future updates.

They quickly realized that Agentforce was the better choice. “Managing DIY is way more complex than you’d think — the data, the security, the scaling as customers come,” said Ryan Gee, SVP of Engineering at Vivint. “How beautiful was it that Agentforce fit perfectly – seamlessly! – into what we were already doing? It gave us a real head start, allowing us to focus on solving the business problem at hand, rather than getting caught up in the technical details.”

They worked with Salesforce partner NeuraFlash to design and implement an automated troubleshooting agent powered by Agentforce that could guide customers through common issues. Agentforce can now pull information from Vivint’s extensive knowledge base, their Service Cloud data, and the customer’s device data through an API. Using the existing Flow automations Vivint has already built for its service teams, Agentforce can diagnose device issues and autonomously guide customers through common troubleshooting steps. “Agentforce will be able to help us manage support issues and really give peace and comfort to the customers knowing that there's always somebody there to support it,” Gee said.

If an issue is complex or the troubleshooting steps don’t work, Agentforce will smoothly route the case to a human rep with full conversation history and context. This handoff is a standout feature to help Vivint's customer service specialists deliver the next best reply based on the active conversation. Agentforce will pass the conversation history to an apex controller to query the data — which determines how to continue troubleshooting the issue — and retrieve the relevant IoT data to support the process. All of this information is then fed into the prompt builder template so the care team has the context they need to resolve the customer's issue in a truly seamless agent-to-human experience. For example, if a customer calls about an error code for their doorbell camera, the rep instantly sees their device's diagnostics, past conversations, and the best next steps — all in one place. This integration allows Vivint to handle customer issues faster, saving time and reducing costs.

With Agentforce, Vivint is shaping the future of seamless customer care.

Vivint is building on a best-in-class customer experience with innovative AI solutions like Agentforce, setting the stage for even smarter and more personalized service. Automated smart home device troubleshooting is just the beginning. Vivint’s future with Agentforce is all about delivering seamless, intuitive interactions that make customers’ lives easier.

Imagine needing to reschedule an appointment with a Smart Home Professional Installer. Soon, you’ll be able to do so effortlessly through the Vivint App by chatting with an Agentforce agent and selecting a new date. Agentforce will instantly sync the updated schedule, ensuring everything runs smoothly and efficiently.

Agentforce is also poised to handle everyday customer needs with remarkable ease. Whether you have a question about using your Vivint Doorbell Camera or need a secure link to make a payment, Agentforce will provide fast, accurate responses in just moments. No more navigating portals or waiting for answers — Agentforce makes interactions simple and convenient.

Prefer speaking to a person? Agentforce enhances Vivint’s human-powered Customer Care by equipping agents with instant access to smart home telemetry, CRM insights, and knowledge articles. This ensures agents can resolve inquiries with unparalleled speed and precision, further elevating the customer experience.

What excites Vivint most is the potential for proactive problem-solving. By blending smart home device telemetry with CRM data, Agentforce will soon be able to identify and resolve issues automatically — sometimes before customers even notice them. For example, it could proactively troubleshoot compatibility issues with a new device to help make setup easier for the customer.

With their shift to agent-first customer service, Vivint expects to dramatically reduce handling times, improve service rep efficiency, and streamline costs.

“Agentforce is truly a transformational opportunity that we see in front of us,” said Gee. “Salesforce is the backbone of our organization, and Agentforce has really augmented our platform and our experience in a way that we haven't seen.”

Deep integration with the entire Salesforce Platform makes agent-first customer service with Agentforce a natural extension of what Vivint has already built, allowing them to switch it on with little need for extensive customization. Agentforce can instantly see and learn from Vivint’s customer data, knowledge base, proprietary systems, and device telemetry in real time to deliver accurate, effective support day or night — no matter how many contacts they receive. 

With Agentforce, Vivint will take their customer service to the next level with proactive issue resolution. Agents will be able to predict issues and resolve them before they affect customers, enabling Vivint to deliver peace of mind faster at scale — without increasing costs.