Vivint enhances service teams with Agentforce
By SSN Staff
Updated 11:50 AM CST, Fri December 27, 2024
SAN FRANCISCO AND PROVO, UTAH — Salesforce announced that Vivint, an NRG company and provider of smart home and security solutions, is leveraging Agentforce to augment its customer service teams and provide 24/7 autonomous agent support for customers.
Vivint specializes in smart home and security systems featuring automation and smart energy integrations. The company has received more than 400 patents for its smart home products and features and currently serves over two million customers across the U.S. with an average of 14 smart home devices per household, with an average customer lifespan of more than nine years.
A long-time Salesforce customer, Vivint selected Agentforce as a key support tool for its customer service teams due to its ability to respond to inputs, make decisions, and autonomously take action to assist customers with routine requests like troubleshooting common device errors. This allows Vivint’s human agents to focus on complex and critical customer concerns while ensuring that every customer receives the most relevant and efficient support for their unique needs.
Agentforce leverages existing knowledge bases to autonomously troubleshoot common issues. If Agentforce cannot resolve the issue within a predefined number of steps, it will seamlessly transfer the case to a human agent for further assistance.
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