How a Home Security Business Transformed Customer Service with Agentforce: A NeuraFlash Partnership Story
About the company
This Utah-based business is a leading smart home company offering home security and automation services. Their products include smart locks, cameras, and sensors - all integrated into a platform that allows users to monitor and control their homes remotely via a mobile app.
How It Started
This company was an early adopter of AI, joining Salesforce’s first Agentforce pilot before the platform even had a name. Partnering with NeuraFlash, they built their first AI solution, investing early and strategically to pinpoint where AI could deliver the greatest business value.
This initial pilot exceeded expectations. Their first use case—a self-service agent handling customer FAQs and payment assistance—delivered rapid results, driving deflection rates upward of 30% and generating immediate cost savings.
Building on Success
After their public-facing agent proved successful at addressing customer questions and streamlining payment and billing processes, they were ready to tackle a more complex, higher-value use case: troubleshooting.
The Agentforce Service Agent now provides customers with instant, front-line support for smart home systems through in-app or web chat. It guides users through device resets and step-by-step troubleshooting, seamlessly handling tasks that previously required lengthy assistance from live agents.
The impact on this security company's call center efficiency has been significant, saving agents approximately 20 minutes per interaction.
Expanding Capabilities
Eager to drive even greater efficiency and enhance customer experiences, this innovative business continues working with NeuraFlash to build additional use cases while optimizing their existing agent.
Their agent now handles scheduling alongside other functions, transforming a once-manual process that often frustrated customers due to extensive back-and-forth. By integrating this capability with Salesforce, the AI agent manages customer scheduling needs seamlessly, completely eliminating the need for human agents to waste time toggling between homegrown systems.
These improvements have helped this US-based home security company reach and maintain an almost perfect 5/5 CSAT rating while significantly improving operational efficiency, a huge focus for this customer-centric company.
Why NeuraFlash Has Been the Perfect Partner
NeuraFlash is a partner first. Our teams worked hand-in-hand, collaborating closely to ensure we become an expert on this company's unique business and operations. We build relationships with each stakeholder, understanding their unique needs and acting as their advocates – both to the Salesforce product team and as the experts internally within their organization.
Our team's ability to bridge the business and technical sides is essential to our success. We help these teams work together effectively, mediating requirements and managing relationships to drive success.
This partnership thrives on trust in NeuraFlash's leadership. We've proven our expertise continuously throughout this project, demonstrating:
- Deep AI expertise that adapts rapidly to emerging technologies
- Problem-solving agility with cutting-edge platforms like Agentforce
- Unique conversational design capabilities—our specialized team has spent years perfecting agentic conversations, building a foundation of expertise that delivers the most effective agents and impactful customer experiences
The result? Agentforce implementations are consistently delivering measurable business value and exceptional customer satisfaction.
Ready to transform your customer service with AI?
Contact NeuraFlash to learn how we can help your business achieve similar results.
