Fisher & Paykel's Chief Digital Officer says AI co-pilots and agents are the future of customer service
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Embracing AI technology
Top digital marketing and customer execs at the $22bn New Zealand appliances giant Fisher & Paykel are quick to acknowledge the importance of clean data in their journey towards implementing AI technologies. Chief Digital Officer Rudi Khoury and General Manager of Digital Sarah Lukins have been at the forefront of leveraging AI solutions, from bots to co-pilots and now autonomous AI agents.
Fisher & Paykel's early trials have shown promising results, with autonomous AI agents powered by Salesforce's reasoning engine expected to handle a significant portion of customer contact volumes, resulting in higher satisfaction levels.
Enhancing customer experience with AI
Fisher & Paykel has been proactive in deploying new technologies such as Salesforce's AI agents, which have significantly reduced the workload on humans in building decision trees for customer queries. These self-reasoning agents can understand intent and context, making them more efficient in resolving customer issues.
The future of AI in customer service
As Fisher & Paykel continues its journey with AI technology, the focus is on transitioning from legacy AI solutions to more advanced reasoning engines that can deliver human-like responses. The company's foray into AI reasoning bots with Agentforce trials aims to provide customers with seamless interactions and efficient solutions, bridging the gap between queries and actions.
Sarah Lukins highlighted the company's smooth integration of AI trials into existing systems, emphasizing the importance of clean data in enabling faster adoption of new technologies. Fisher & Paykel's strategic approach to AI investments underscores its commitment to enhancing customer experiences across various touchpoints.
While the road to AI adoption may vary for different businesses, Fisher & Paykel's success story serves as a testament to the transformative power of AI in shaping the future of customer service.
