Fisher & Paykel delivers luxury service at scale with Agentforce.

Fisher & Paykel is a global leader in premium household appliances, operating in over 50 countries. Committed to simplifying daily life, they design innovative products that blend style and function.

Steady growth and a focus on exceptional service highlighted the need for an always-on customer support model.

Since 1934, Fisher & Paykel has built a reputation for premium appliances that blend innovation with craftsmanship, from reliable kitchen ranges to sleek refrigerators. At the heart of their commitment to exceptional quality is the belief that great design improves daily life — a philosophy that extends beyond their products to their customer support.

“When you buy a premium product from Fisher & Paykel, you expect the same level of service after your purchase," said Marisa Lioi, CRM Operations Manager at Fisher & Paykel. "So it's really important that we combine the two and get the best outcome for our customers."

To bring that vision to life, Fisher & Paykel needed a way to simplify customer service and reduce technician visits. They initially introduced chatbots to ease the load on reps, but these bots could only handle about 33% of inquiries. When a customer’s question was too complex for the bot — like needing step-by-step appliance troubleshooting — it connected them to a rep. Which meant call centers were still fielding a high volume of calls, 60% of which were about appliance issues.

Troubleshooting wasn’t always straightforward. Finding the right answers in a massive knowledge base of over 10,000 articles took time. Sometimes, when a customer needed help right away, like a busy parent with an overheating dryer, reps scheduled technician visits without fully walking through the issue. Then, the tech might show up without the right parts or information because they didn’t have the full context of the issue or what the customer had already tried. This led to costly delays and return visits.

To improve the service model, Fisher & Paykel started developing their own DIY AI solution but quickly realized the resources required would divert focus from their core priorities.

"We’re better off investing our time and effort into building better products, better connected experiences, and delivering superior customer experiences, rather than building teams to DIY AI," said Rudi Khoury, Chief Digital Officer.

This led them to explore a more scalable solution — one that could provide the smart, seamless support their customers deserved.

With Agentforce handling most customer inquiries, support is 50% faster and more effective than ever.

Fisher & Paykel turned to Agentforce, the agentic layer of the Salesforce Platform to streamline customer service. Now, with Data Cloud and Service Cloud working together with Agentforce, they can tap into real-time insights to deliver seamless support — helping customers easily get the answers they need.

Agentforce reasons across the company’s extensive knowledge base, which includes over 10,000 articles packed with product details, model specs, and repair instructions, to triage customer issues. This information is processed through Data Cloud, indexed with advanced filtering, and organized using a custom retriever optimized for semantic search, so Agentforce can pinpoint the exact appliance and what might be wrong with it based on the customer’s natural language description of what’s happening. 

For example, when a customer reaches out about a dishwasher that won’t drain, Agentforce quickly walks them through troubleshooting steps — like clearing the filter. With this 24/7 support, Fisher & Paykel expects to more than double self-service rates, reaching over 65%. 

When self-service doesn’t solve the problem, Agentforce makes sure customers get the right help quickly. Integrated with Service Cloud, it intelligently routes inquiries to the right service rep based on skills, location, and time zone. This ensures customers always connect with the best resource for their issue. For example, if the dishwasher still isn’t draining, the system will direct the inquiry to a rep with appliance repair expertise.

When reps engage with customers, Agentforce generates an instant summary of the account and case history, so they don’t have to search for details. And when additional questions arise, Agentforce’s built-in semantic search surfaces the most relevant knowledge base articles quickly to the rep, reducing call times and ensuring consistent answers. 

“We want our reps to have the confidence that they’re giving the customer the right information without having to stop and think, ‘Am I missing anything?’” said Lioi. And it’s working: call handle times have been cut in half, from 12 minutes to under six.

If a technician needs to be brought in, Agentforce plays a key role in preparing them. For example, 45% of appointments are now booked through self-service, so customers don’t have to wait for a rep to request an appointment. When the technician is prepping to fix the dishwasher, they have full access to the case details, ensuring they bring the right parts, like a replacement drain pump. Since the customer already cleared the filter, the technician can skip that step when they arrive, saving time. Plus, with the customer’s preferences on hand, they know to send a quick text 10 minutes before arrival, making the experience even smoother.

By augmenting customer support teams with a digital workforce, Fisher & Paykel has made service faster, smarter, and more efficient — without adding staff. “It starts with our customers and getting the right answer at the right time for that person,” said Lioi. “But it’s also beneficial for our internal reps, whether they’re customer service reps or service technicians. We can see how Agentforce saves us time.” This approach not only keeps costs low but also ensures the seamless, high-level service expected from a luxury brand.

Smart appliances will become a proactive part of the service solution with Data Cloud and Agentforce.

Beyond fixing the immediate service challenges, Fisher & Paykel sees an even bigger opportunity: using smart appliance data to predict and prevent problems. Many of their products are IoT-enabled, meaning they’re connected to the internet and send real-time performance updates. This data could be a game-changer — catching small issues before they turn into big headaches. But the data hasn’t been centralized so there hasn’t been an easy way to act on it. 

For example, a refrigerator is showing early signs of a compressor issue. It might just be a minor glitch — but if no one catches it, that small problem could turn into a full-blown breakdown. Imagine a customer waking up to a fridge full of spoiled food because no one saw the warning signs.

“We see Agentforce and our connected appliances coming together and using the knowledge that we have of our products to help our customers more proactively,” said Khoury.

In the future, Fisher & Paykel will seamlessly collect, analyze, and act on product telemetry data while keeping customers informed. Agentforce will use Data Cloud to track real-time signals from millions of connected appliances, detecting issues like compressor failures early. It will then notify customers through the smart appliance app or email and schedule repairs before any damage occurs. It can also suggest more energy-efficient settings if an appliance runs an inefficient cycle. This predictive service will enhance performance, reduce unnecessary repairs, lower costs, and improve customer satisfaction.

With Agentforce, Data Cloud, and Service Cloud working together on one deeply unified platform, Fisher & Paykel is bringing its customer-centric vision to life. “Your experience using our products should feel just as seamless as your experience with us as a company,” said Khoury. “We want it to be effortless — something that makes your life easier and better.”

Agentforce will streamline inventory management, helping trade partners serve customers more efficiently.

Fisher & Paykel also aims to make life easier for trade partners by expanding Agentforce’s self-service tools so retailers and designers can get the information they need faster, without waiting on hold. Take Best Buy, for example. In the past, if a store manager needed to check appliance stock or delivery times, they had to call customer service, wait on hold, and hope for a quick answer. With live inventory data soon available in Data Cloud, Agentforce will be able to deliver product specs and pricing instantly to Best Buy’s team through a mobile app or website — no waiting required.

This isn’t just a win for retail. Interior designers planning dream kitchens will have real-time visibility into lead times, helping them coordinate projects more efficiently.

By bringing a digital workforce into inventory management, Fisher & Paykel will raise the bar for partner self-service and make every step of the process smoother for everyone involved.

Salesforce gave Fisher & Paykel something no other provider could: a proven, scalable solution that eliminated the need for an in-house team to build and maintain 24/7 monitoring tools. “I chose to partner with Salesforce because I felt that if they were systemizing this monitoring and doing it at scale, it would be better than what we could do on our own, and that’s turned out to be true,” said Khoury. By choosing Salesforce, Fisher & Paykel avoided the cost and complexity of building from scratch while ensuring its technology could grow with the business on a deeply unified platform.

At the heart of this transformation is Agentforce, Fisher & Paykel’s always-on digital labor force, delivering personalized support at scale. By unifying all of Fisher & Paykel’s existing data through Data Cloud, Agentforce is able to provide real-time, relevant support and generate and flag  insights based on a complete view of the customer. This integration allows Fisher & Paykel to deliver a seamless service experience, anticipate potential issues, and empower both customers and partners with self-service options. With Salesforce, Fisher & Paykel has built a smarter, faster, and more efficient system that delivers on their vision for growth and exceptional service.