Fisher & Paykel's New Customer Support System Boosts Resolution Rates

Fisher & Paykel, a well-known brand for premium home appliances, has seen significant improvements in customer support with the implementation of Agentforce, a Salesforce solution.

The company had previously relied on legacy Einstein chatbots to help customers find answers before contacting support. However, these bots were limited and couldn't interpret content, guide customers through troubleshooting, or complete tasks, resulting in resolution rates plateauing at 30%.

Agentforce has changed this by making the website chat an intelligent first line of customer service. It can understand customers' problems, provide clear step-by-step guidance, and autonomously resolve many routine requests.

The solution uses retrieval-augmented generation (RAG) to search across connected sources, such as Salesforce Knowledge articles and product manuals, to retrieve only the relevant information before generating a response.