AI Agents Help Fisher & Paykel Automate Customer Service Through Expanded Partnership
New Zealand-based luxury appliance manufacturer Fisher & Paykel is deploying AI agents to automate customer service tasks related to FAQs and scheduling service appointments to free up employee time for more value-added tasks.
The company is working with Salesforce to elevate the customer service experience through autonomous agents that have increased visibility into consumers’ interaction histories, automatically pulling data from its CRM. As a result, Fisher & Paykel expects to cut down on resolution time and help consumers more proactively schedule appointments after receiving notifications about issues like freezer temperature irregularities.
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For example, the AI agents can diagnose issues, alert the service team, and then help the consumer schedule the appointment. Fisher & Paykel will use the technology to help support onsite technicians looking for information such as appointment location and the age of appliances being serviced, and the AI agents can also share related articles and generate a post-work summary.
Additionally, the effort will increase collaboration with retail, builder, and designer partners who will be able to more efficiency get information about inventory, accurately build quotes for multiple products, and quickly place and track orders.
Building Automation-Friendly Environments
This builds on additional capabilities established early on in the partnership that bring together AI, data, and CRM functionality, including subscription management and consolidated CRM, commerce, and engagement data.
Salesforce reported that Fisher & Paykel saw a 206% increase in unique email opens in 2023 as a result, along with a 112% increase in unique clicks generated. They also recorded 30 fewer minutes of manual effort per order and savings of up to 3,300 hours due to automations within the B2B side of the business, according to the solution provider.
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The appliance company is tapping into other capabilities such as automated journeys based on consumers’ buying signals and cloud-based customer service support that automates appointment confirmations.
Rudi Khoury, chief digital officer of Fisher & Paykel, noted in a statement that their customers expect efficient and personalized experiences, which aligns with the brand's luxury products.
