Vivint uses Salesforce AgentForce to handle 24/7 customer support for smart homes with 14 to 15 devices each. The AI agents unify device data with customer records to troubleshoot problems like router issues without human intervention.
There's no place like home. It's your family, it's what you protect.
It's all about peace of mind. That feeling of I know I'm secure. I know the people I care about the most are taken care of. It is everything, everything that matters.
Vivint is a leading smart home provider.
On average we have 14 or 15 individual devices in our customers home.
Our platform brings all those devices and sensors together in an intelligent way and provides a magical experience for our customers.
Vivint's growing rapidly and as we grow we need to make sure every customer gets that tailored experience that uniquely meets their needs. With AgentForce we're giving our customer service team a digital labor force helping every customer know we are there for them. 24.
7 the AI Revolution this era that we live in is really the most exciting time I've had in my career.
It became very clear to me that Genai could transform our customer experience in a way that we have not seen. We've got to find a way to leverage this. Our bias was towards hey let's go and build this. We had to orchestrate all of that data and segment it. We went and built our own rag. We had to build a platform before we even started getting any value. AgentForce did that heavy lifting right out of the gate. We don't have to move data around. It's native, it's in our platform.
AgentForce allows you to piece together very quickly a set of technology that has taken people well over a year to build out equivalent platforms.
AgentForce is quicker, faster, better. We got business value immediately. AgentForce spoke for itself.
AgentForce has several instructions that we've told it about and it's going to take some action based on that. And so what it's doing now is it's actually looking at our knowledge articles and it's also pulling in specific information about your system and combining that with our CRM data and it's coming up with okay, what's the next step that we should take to troubleshoot it.
So it looks like it's asking me what color the status light is and that just lets us know what's going.
On with the system.
And I can see that it's white.
If you can see here it's actually going through this reasoning part where it's saying it looks like the white light is indicating that the camera has power but it's probably just going to flip from the Internet. Could you go to your wifi connection and try power cycling the router?
What's great is that Agentforce isn't data dumping and overwhelming the customer. It takes care of the customer in a simple, friendly way.
That Jackbot just can't do this type of stuff.
We have a tremendous responsibility to our customers. AgentForce allows us to provide a very personal customer experience that's scalable.
This is a technology that is truly revolutionary. It allows us to already do the impossible.
When you look at the business and engineering value that we're getting out of just rolling that solution, it's like a cheat code in a video game. Seems too good to be true.
The investment in Agent Force is one that pays off now and it's going to pay off in the future. The sky's the limit.
