AI Agents Help Fisher & Paykel Automate Customer Service Through Expanded Partnership

Fisher & Paykel launched in 1934.

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.

Also read: Vuori Is also Leaning on AI Agents for Optimized Customer Care

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.