Phone support costs slowed growth. Agents now use real-time device telemetry to diagnose issues without humans.
The most vertically integrated U.S. smart home company, serving over 2 million customers across security, energy management, and home automation, with industry demand projected to grow over 20% annually through 2030.
With 80% of customer service handled by phone and an average of 14 devices per customer generating varied support requests, Vivint needed to scale...
“Managing DIY is way more complex than you’d think — the data, the security, the scaling as customers come. How beautiful was it that Agentforce fit perfectly – seamlessly! – into what we were already doing? It gave us a real head start, allowing us to focus on solving the business problem at hand, rather than getting caught up in the technical details.”
Smart home security and automation systems with professional monitoring services.
Helped Vivint design and implement AVA, its AI agent for customer service.
AI-powered CRM platform for sales, service, marketing, and commerce teams.
Vivint's Customer support is part of this use case:
Related implementations across industries and use cases
Untagged, long articles confused the agent. AI summarized data to fix retrieval, matching the NPS of human teams.
Routine requests buried support staff. AI agents now resolve 71% of cases autonomously, from billing answers to smart charging setup.
Rigid IVRs failed to naturally resolve surging warranty and order calls. Now, an AI voice agent handles live post-sales conversations.
Untagged, long articles confused the agent. AI summarized data to fix retrieval, matching the NPS of human teams.
Routine requests buried support staff. AI agents now resolve 71% of cases autonomously, from billing answers to smart charging setup.
Manually updated profiles left skills stale. The first prototype took two hours per 1,000 consultants—now the agent covers 130K in minutes.
Routine cloud setups tied up engineers for days. Now, developers ask AI agents in Jira and Webex to provision resources instantly.
Data siloed across five products, no shared identity. A unified ID and AI trained on slang now complete cancellations inside the chat.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.
Phone support costs slowed growth. Agents now use real-time device telemetry to diagnose issues without humans.
The most vertically integrated U.S. smart home company, serving over 2 million customers across security, energy management, and home automation, with industry demand projected to grow over 20% annually through 2030.
With 80% of customer service handled by phone and an average of 14 devices per customer generating varied support requests, Vivint needed to scale...
“Managing DIY is way more complex than you’d think — the data, the security, the scaling as customers come. How beautiful was it that Agentforce fit perfectly – seamlessly! – into what we were already doing? It gave us a real head start, allowing us to focus on solving the business problem at hand, rather than getting caught up in the technical details.”
Smart home security and automation systems with professional monitoring services.
Helped Vivint design and implement AVA, its AI agent for customer service.
AI-powered CRM platform for sales, service, marketing, and commerce teams.
Vivint's Customer support is part of this use case:
Related implementations across industries and use cases
Untagged, long articles confused the agent. AI summarized data to fix retrieval, matching the NPS of human teams.
Routine requests buried support staff. AI agents now resolve 71% of cases autonomously, from billing answers to smart charging setup.
Rigid IVRs failed to naturally resolve surging warranty and order calls. Now, an AI voice agent handles live post-sales conversations.
Untagged, long articles confused the agent. AI summarized data to fix retrieval, matching the NPS of human teams.
Routine requests buried support staff. AI agents now resolve 71% of cases autonomously, from billing answers to smart charging setup.
Manually updated profiles left skills stale. The first prototype took two hours per 1,000 consultants—now the agent covers 130K in minutes.
Routine cloud setups tied up engineers for days. Now, developers ask AI agents in Jira and Webex to provision resources instantly.
Data siloed across five products, no shared identity. A unified ID and AI trained on slang now complete cancellations inside the chat.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.