Salesforce reports Fisher & Paykel Agentforce reaches 80% resolution

Salesforce reports that Fisher & Paykel now resolves about 80% of website chat issues with Agentforce.

weekcrm news desk · 5 November 2026, 10:23 UTC · Source: salesforce.com

Salesforce reports that Fisher & Paykel now resolves about 80% of website chat issues with Agentforce. Its legacy Einstein chatbots plateaued at 30%. The appliance maker completes 45% of appointments online. The agent is live in six markets and works in English, Canadian French and Spanish.

Agentforce identifies the appliance model, then searches more than 10,000 Knowledge articles, 50,000 service manuals and 100 million CRM records. Data 360 connects the manuals in Amazon S3 through zero-copy, so the files are not moved or duplicated.

When an issue needs hands-on service, Agentforce routes the customer to a Service Cloud rep with the conversation history, product details and suggested next steps.

What it means

If you use Salesforce Sales Cloud. Teams on Service Cloud with Knowledge articles can compare their own chatbot resolution rate with Fisher & Paykel's move from 30% to about 80%.

What to do. Check how much of your support volume is routine troubleshooting and whether your Knowledge articles and manuals are connected to Data 360.

Watch for. The source gives no timeline, cost or licensing details, so confirm Agentforce and Data 360 pricing before planning a similar rollout.