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.
