Global Appliance Brands Redefine Service Cycles with Agentforce

This large-scale global manufacturing business had been facing a challenge similar to many enterprises: complex, high-effort conversations that took over agent time and resources. Their customers were struggling with intricate troubleshooting scenarios and irregular operations that traditionally demanded significant live agent intervention. These weren't simple FAQ inquiries; these were the complex technical issues and uncommon requests that required deep expertise and extended conversations. The burden on their support teams was immense, and they knew there had to be a revolutionary solution.

The answer came through a strategic investment in Agentforce Service Agent. This company chose to dive in head first, boldly targeting their most challenging support scenarios. With Agentforce in place, their customers could now navigate complex technical issues through personalized, step-by-step guidance that delivered the same expertise as a live agent. The AI-powered solution transformed what were once lengthy, resource-intensive conversations into efficient self-service experiences that empowered customers to resolve even their most complicated problems independently.

The transformation was fast. In just three weeks, this company witnessed a dramatic shift in their support landscape. Complex troubleshooting scenarios that once required extensive agent time were now handled seamlessly through Agentforce's conversational guidance. Customers were no longer waiting in queues for specialized help; they were getting immediate, tailored solutions that walked them through even the most intricate technical challenges.

The results speak for themselves, with a 30% decrease in live chats while simultaneously increasing deflection by 59% and automation by an astounding 80%. This has resulted in higher quality service, increasing customer satisfaction by giving customers the power to resolve their issues on their own terms, at their own pace.

This company didn't just implement a new support tool, but they redefined what's possible when AI meets complex customer service challenges. With Agentforce Service Agent, this company has created a support experience that turns complexity into simplicity, transforming both agent efficiency and customer satisfaction in just weeks.