# Fisher & Paykel Enhances Customer Support Efficiency with Agentforce Integration > Fisher & Paykel's partnership with Agentforce streamlines customer service through real-time chat support, leveraging Salesforce technology for tailored troubleshooting and enhanced user experience across multiple languages. **Source**: salesforce.com | **Published**: 2026-09-16 | **Type**: case_study ## Key Facts - Agentforce's integration with Salesforce enhances customer support efficiency, improving satisfaction rates. - Over 10,000 knowledge articles streamline issue resolution, reducing operational costs for Fisher & Paykel. - Multilingual support (English, French, Spanish) expands market reach, tapping into diverse customer bases. - Immediate issue resolution via Agentforce minimizes service delays, boosting competitive positioning in appliances. - Data-driven insights from CRM records enable proactive service, indicating a strategic shift towards customer-centricity. ## Summary \## Summary Fisher & Paykel, a manufacturer of home appliances, faced challenges in efficiently resolving customer service issues. They implemented Agentforce, an AI-driven support solution integrated with Salesforce, which streamlined customer interactions and improved issue resolution. As a result, customers experienced faster support without the need for technician visits. \## Background Fisher & Paykel operates in the home appliance industry and is known for its innovative products. Before deploying Agentforce, the company struggled with managing customer inquiries effectively, leading to delays in support and customer dissatisfaction. \## Challenge The primary challenge was to enhance the efficiency of customer service interactions and reduce the time customers spent waiting for resolutions to their appliance issues. \## Solution Fisher & Paykel implemented Agentforce, which allows customers to initiate live chats in multiple languages directly from the company's website. The AI agent identifies the appliance model and searches through extensive resources, including over 10,000 Salesforce Knowledge articles and 50,000 service manuals, to provide tailored, step-by-step guidance. For issues requiring more specialized support, Agentforce seamlessly routes customers to the appropriate service representative, along with the full context of the conversation. \## Results The deployment of Agentforce enabled Fisher & Paykel to resolve issues more efficiently, significantly enhancing the customer experience. Customers could receive immediate support without the need for time off work or waiting for a technician, leading to a more premium service experience. \## Key Insights Businesses can leverage AI-driven solutions to streamline customer service processes, reduce wait times, and improve overall customer satisfaction. Integrating AI with existing CRM systems can enhance the quality of support provided. \## Customer Testimonial “If we can resolve an issue immediately through Agentforce – without the customer having to take time off work or wait for a technician to visit – that's a premium experience,” said Marisa Lioi, CRM Operations Manager. ## Entities - **Companies**: Fisher & Paykel, Salesforce - **Products**: Agentforce - **Technologies**: CRM, Service Cloud - **People**: Marisa Lioi ## Key Concepts customer support, live chat, product registration, service requests, issue resolution, multilingual support, knowledge articles, service manuals ## Definitions - **Agentforce**: A support tool that helps customers resolve appliance issues by providing tailored guidance and routing them to service representatives when necessary. - **CRM**: Customer Relationship Management; a technology for managing a company's relationships and interactions with potential and existing customers. - **Service Cloud**: A Salesforce product that enables customer service teams to manage service requests and support operations efficiently. - **knowledge articles**: Documents that provide information and solutions to common customer issues, used to assist in troubleshooting. - **live chat**: A real-time communication tool that allows customers to interact with support agents directly through a website. ## Use Cases - Resolving refrigerator issues through live chat - Guiding customers to register products - Helping customers reorder water filters - Assisting customers in exploring promotions - Managing service requests efficiently - Routing complex issues to skilled service representatives ## Frequently Asked Questions **How does Agentforce assist customers?** Agentforce helps customers by providing tailored guidance for appliance issues through live chat. It can also route customers to service representatives if the issue requires further assistance. **What languages does Agentforce support?** Agentforce supports multiple languages, including English, Canadian French, and Spanish, making it accessible to a broader audience. **What kind of information can Agentforce access?** Agentforce can access over 10,000 Salesforce Knowledge articles, more than 50,000 service manuals, and 100 million CRM records to provide accurate and relevant support. **What happens if an issue cannot be resolved immediately?** If an issue cannot be resolved immediately, Agentforce will route the customer to a service representative with the appropriate skills, along with the full conversation history and product details. **What is the benefit of using Agentforce for customers?** The primary benefit of using Agentforce is that it allows customers to resolve issues quickly without needing to take time off work or wait for a technician, enhancing their overall experience. ## Links - [Read on Welcome.AI](https://welcome.ai/content/fisher-paykel-enhances-customer-support-efficiency-with-agentforce-integration) - [Original source](https://www.salesforce.com/customer-stories/fisher-and-paykel/agentic-self-service/) - [Salesforce](https://welcome.ai/company/salesforce): Featured company --- Source: Welcome.AI | https://welcome.ai/content/fisher-paykel-enhances-customer-support-efficiency-with-agentforce-integration