# How did Fisher & Paykel raise self-service resolution with an AI agent?

> Fisher & Paykel, the premium home-appliance brand, replaced rule-based Einstein bots with an Agentforce service agent that troubleshoots by appliance model and books service. It told Chief Marketer the agent resolves about 70% of troubleshooting queries vs about 30% before; Salesforce later reported customers solve their own issues 80% of the time.

- **Evidence grade:** A — Named organization, quantified outcome, independent source (news, paper, filing, or customer quote outside vendor marketing).
- **Organization:** Fisher & Paykel (appliances) (consumer appliance maker)
- **Industry:** Consumer Products & Retail — Home appliances
- **Roles:** Customer Support, Field Service & Case Coverage
- **Tools:** Agentforce (Salesforce); Data 360 (Salesforce)
- **Status:** production · **Agent pattern:** autonomous-agent · **Autonomy:** 3/4
- **Last verified:** 2026-10-17

## Reported outcomes
- self-service resolution: about 70% of product troubleshooting queries vs about 30% with prior bots [1] (self-reported)
- self-service resolution (later report): customers solve their own issues 80% of the time [2] (self-reported)

## How it works
1. Website chat agent identifies the exact appliance model.
2. Searches knowledge articles, service manuals, and CRM records (RAG).
3. Guides the customer through troubleshooting or helps book/reschedule a technician.
4. Escalates to a human with a conversation summary; a separate agent briefs technicians before visits.

## Risks & compliance
- Identity verification before appointment changes (described in source)

## Notes
- Not to be confused with Fisher & Paykel Healthcare, a separate medical device company.
- Resolution figures differ by source and date (about 70% in Dec 2025; 80% in Sep 2026).

## Sources
1. Chief Marketer, "Luxury Appliance Brand Fisher & Paykel Taps Agentic AI for Efficiency" (2025-12-01) <https://www.chiefmarketer.com/luxury-appliance-brand-fisher-paykel-taps-agentic-ai-for-efficiency/>
   > "In terms of self-service, it’s resolving about 70% of product troubleshooting queries,"
2. Salesforce, "Fisher & Paykel resolves more appliance issues with Agentforce" (2026-09-15) <https://www.salesforce.com/customer-stories/fisher-and-paykel/agentic-self-service/>
   > "Customers can now solve their own issues 80% of the time with help from Agentforce."

Canonical: https://agentcasefile.com/cases/fisher-paykel-appliances-agentforce-self-service/ · License: CC BY 4.0 (summary) · Source: Agent Casefile