reMarkable handles 37%+ of support cases with Agentforce
In a conversational discussion, the speakers explain how reMarkable launched its AI support agent, Agentforce, in just two weeks, and it now handles over 37% of the company’s support cases (out of roughly 27,000 monthly cases). The rollout began with a small pilot and frequent testing, revealing that the agent’s initial tone was blunt and sometimes rude. The team refined the tone to be more empathetic through better prompting and a focused two‑week sprint to audit the agent’s reasoning space. They discovered that their knowledge‑base articles were dense, so they applied an AI‑driven metadata process that generated two‑line summaries, extracted keywords, and identified related phrases for each article. To prevent hallucinations and enable actionable outcomes, the agent was given access to the order‑management system, allowing it to perform tasks like cancellations. The rapid go‑live was made possible by early alignment with Salesforce Professional Services, which provided the necessary implementation support. The conversation ends with a light note about keeping the success under wraps.
