Key results
The company
Vivint
vivint.comSmart home security and automation systems with professional monitoring services.
Result highlights
- 24/7 automated device troubleshooting
The story
An NRG-owned smart home and security provider serves over 2 million U.S. customers with integrated systems ranging from cameras and sensors to thermostats.
With most service requests handled over the phone, the company needed to manage rising support costs while accommodating rapid subscriber growth. An internal attempt to build a custom AI agent failed to handle the security requirements and scalability needed for complex device troubleshooting.
Working with partner NeuraFlash, the organization deployed autonomous agents that leverage existing Flow automations and real-time IoT device telemetry to diagnose issues. The system integrates proprietary diagnostics via API to guide customers through troubleshooting steps without human intervention. For complex cases, an Apex controller routes conversation history and data into a prompt builder template to provide human agents with immediate context.
Quotes
“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.”
Implementation partner
Neuraflash
neuraflash.comWorked with Vivint to design and implement an automated troubleshooting agent powered by Agentforce