Consumer Products & RetailHow is CarMax using AI voice agents for customer calls?
CarMax said its AI voice technology now covers 100% of inbound calls to stores and its customer experience center (The National CIO Review).
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AI agents for Customer Support
Contact center, chat, email, and self-service support.
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Consumer Products & Retail
Consumer Products & RetailHow 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.
Software, Internet & MediaHow much of Airbnb's customer support is handled by AI agents?
Airbnb says its custom-built AI agent handles roughly a third of customer support issues in the U.S.
Software, Internet & MediaDoes ServiceNow use its own AI agents for customer, IT, and HR service?
ServiceNow CEO Bill McDermott said AI agents now handle 90% of the company's customer service, IT service, and HR service, according to CX Foundation, which notes the company had not made layoffs.
Software, Internet & MediaDid Wiley's AI service agent beat its old chatbot?
Publisher Wiley piloted Salesforce Agentforce during back-to-school peak to resolve account-access and password issues and triage registration and payment questions.
Telecom & Energy UtilitiesIs AI really answering customer emails at Octopus Energy?
Octopus Energy CEO Greg Jackson said AI was doing the work of 250 people at the UK energy supplier, and that AI-written customer emails delivered 80% customer satisfaction versus 65% for skilled, trained staff, as reported by Business Insider in May 2023.
Pharma, Biotech & Life SciencesCan an AI agent build complex sales quotes in a life-sciences company?
BioIVT, which supplies biological specimens for pharma and diagnostic research, built 'Ivy', an Agentforce quoting agent that reads an opportunity, matches requests to 15,000+ product codes, builds the quote, and routes it to a service rep for review.
Transportation & LogisticsHow many customer queries does Air India's AI agent handle?
Air India's AI.g agent, built on Azure OpenAI, answers customer questions such as baggage and pet policies.
Banking & Financial ServicesHow many interactions has Bank of America's Erica virtual assistant handled?
Bank of America's AI-driven virtual financial assistant Erica has surpassed 3 billion client interactions, assisting nearly 50 million users since launch and averaging more than 58 million interactions a month.
Professional ServicesCan an AI agent handle tax-season customer support surges?
1-800Accountant deployed Agentforce for 24/7 client support during tax season, answering questions such as tax return status using CRM data and IRS public sources.
Banking & Financial ServicesHow much customer service work did Klarna's AI assistant take on?
Klarna's OpenAI-powered assistant had 2.3 million conversations in its first month, two-thirds of Klarna's customer service chats, which Klarna equated to the work of 700 full-time agents.
Consumer Products & RetailWhat resolution rate did WeightWatchers get from its AI care agent?
WeightWatchers built a member-care AI agent with Sierra, first tested in its mobile app on a small share of traffic, then expanded.
Banking & Financial ServicesHow is ZayZoon using an AI agent for support?
ZayZoon, an earned wage access fintech, uses Fin for support.
Professional ServicesHow did the World Economic Forum use AI agents for Davos attendees?
The World Economic Forum used Salesforce Agentforce to answer attendee questions on sessions, venues, and shuttles at its Annual Meeting.
Consumer Products & RetailHow is WHOOP using an AI agent for pre-purchase sales questions?
WHOOP uses Fin for pre-purchase questions that often waited 10+ hours for a reply.
Consumer Products & RetailHow is Vivid Seats using AI agents for customer support?
Vivid Seats uses a Sierra AI agent for fan support.
Software, Internet & MediaHow is Vanta using an AI agent for customer support?
Vanta replaced an AI tool that deflected around 45% of chats with Intercom's Fin, which resolved roughly 73% of cases in testing.
Banking & Financial ServicesHow is Valon using voice AI agents in mortgage servicing?
Valon, a mortgage servicer, uses Decagon voice AI on inbound calls.
Consumer Products & RetailHow does Underdog handle game-day support spikes with an AI agent?
Underdog, a sports gaming company, faced support spikes of 7,000+ conversations in 48 hours on big game weekends.
Consumer Products & RetailHow is Trendyol using n8n to run AI agents for sellers and staff?
Trendyol runs a seller chatbot, a legal AI assistant in Slack, and a search relevancy agent on n8n.
Software, Internet & MediaHow is Teachable using an AI agent for creator and student support?
Teachable (100,000 creators, nearly 40 million students) uses Fin for round-the-clock support.
Software, Internet & MediaHow did Synthesia handle a 690% spike in support contacts with an AI agent?
Synthesia's monthly support-seeking customers rose from 40,000 to 316,000 in four months.
Banking & Financial ServicesHow is Swyftx using an AI agent for crypto exchange support?
Swyftx, an Australian crypto exchange, uses Fin for support.
Software, Internet & MediaHow is Substack using AI agents for user support?
Substack (35 million+ active subscriptions) uses a Decagon AI agent for user support.
Hospitals & Health SystemsHow did Southwest General use an AI voice assistant for insurance calls?
Southwest General (Ohio) deployed HOPE, a Notable AI voice assistant, to answer inbound insurance FAQ calls 24/7 during payer contract negotiations.
Consumer Products & RetailHow is [solidcore] using a voice AI agent for studio calls?
[solidcore] piloted Fin on voice after hours and in a few locations.
Telecom & Energy UtilitiesHow is SoftBank using an AI agent for SMB customer inquiries?
SoftBank's corporate business uses a Sierra AI agent for small-business customer inquiries.
Banking & Financial ServicesHow is SoFi using AI agents for member support?
SoFi (13.7 million members) uses a Sierra AI agent for member support.
Telecom & Energy UtilitiesHow is Singtel using AI agents in customer care?
Singtel uses a Sierra AI agent for mobile and home troubleshooting and roaming sign-ups.
Software, Internet & MediaHow is SimplePractice using AI agents for clinician-customer support?
SimplePractice, practice-management software used by therapists and other clinicians, uses Decagon AI agents for support.
Banking & Financial ServicesHow is Send Payments using an AI agent workforce?
Send Payments built interconnected Relevance AI agents for 24/7 customer service and compliance tasks.
Consumer Products & RetailHow is ScottsMiracle-Gro using an AI agent for customer questions?
ScottsMiracle-Gro uses a Sierra AI agent for consumer questions.
Banking & Financial ServicesHow is Rocket Mortgage using AI agents for chat and outbound calls?
Rocket Mortgage grew a Sierra AI agent from a proof of concept to more than 400,000 successful chat conversations and over one million outbound dials each month, per Sierra.
Banking & Financial ServicesHow is Rocket Money using an AI agent for support?
Rocket Money uses Fin for member support.
Software, Internet & MediaHow is Rippling using AI agents for customer support?
Rippling added Decagon AI agents to chat and email.
Hospitals & Health SystemsIs R1 RCM using AI agents for patient billing calls?
R1 RCM, which runs revenue cycle operations for health systems, is testing a Sierra AI agent on incoming patient calls.
Banking & Financial ServicesHow is Qonto using AI agents for small-business financial admin?
Qonto's AI agents draft bank transfers, invoices, and pay slips for small-business customers, who approve before anything is sent.
Transportation & LogisticsHow is Philippine Airlines using a voice AI agent in its contact center?
Philippine Airlines deployed a Sierra voice agent in a contact center handling close to two million inbound calls a year.
Software, Internet & MediaHow is Personio using an AI agent for customer support?
Personio (16,000 customer companies) uses Fin for support.
Consumer Products & RetailHow does Peddle save with an AI support agent?
Peddle, an online car-selling marketplace, uses Fin for customer support.
Professional ServicesHow is Paychex using AI agents for payroll service calls?
Paychex uses a Sierra agent for transactional payroll calls such as entering hours.
Hospitals & Health SystemsHow is Oviva using Agentforce for patient support?
Oviva, a digital health provider for weight-related conditions, uses Salesforce Agentforce trained on its FAQs as first-level patient support.
Consumer Products & RetailHow did Nuuly absorb 40% growth in support with an AI agent?
Nuuly, URBN's clothing rental subscription, used Fin to handle support through 40% growth in a year without continually hiring.
Hospitals & Health SystemsHow does Numan use an AI agent for patient support?
Numan, a UK digital health company, uses Fin for patient support.
Software, Internet & MediaHow is Notion using AI agents for customer support?
Notion uses Decagon AI agents across about one million customer inquiries a year.
Consumer Products & RetailHow is Noom using AI agents for member support?
Noom uses Decagon AI agents for member support.
Consumer Products & RetailHow is MPB using an AI agent for customer support?
MPB, a used camera gear marketplace, uses Fin globally.
Medical Devices & Diagnostics (MedTech)How is Medtronic using voice AI agents for medical device support?
Medtronic runs voice-first AI agents built with Teneo.ai for device support, sales enablement, and internal HR/IT/legal help across 135 countries.
Consumer Products & RetailHow is L'Oréal using Agentforce in consumer care?
L'Oréal uses Agentforce for order-status support and in the service console, where agentic AI summarizes cases, drafts emails, and validates intent for advisors.
Consumer Products & RetailWhat share of support volume does Intercom's Fin resolve at Lightspeed?
Point-of-sale company Lightspeed rolled out Intercom's Fin AI agent across a multi-region, multilingual contact center.
Banking & Financial ServicesHow did Kalshi automate customer support with an AI agent?
Kalshi, whose support volume grew from 30,000 tickets in 2024 toward a projected two million by end of 2026, uses Fin.
Software, Internet & MediaHow is Impel using Claude agents to ramp sales reps and prep business reviews?
Impel, which builds AI for auto dealers, uses Claude-based agent workflows for rep training and account work.
Banking & Financial ServicesHow is IG Group using an AI agent for trading customer support?
IG Group uses Fin for customer support.
Consumer Products & RetailHow are Hunter Douglas's AI agents driving revenue?
Hunter Douglas uses Decagon AI agents across markets.
Software, Internet & MediaHow is HubSpot using Claude agents in engineering and support?
HubSpot uses Claude, including Claude Code, across engineering and customer success.
Consumer Products & RetailHow did Homeworks raise chat resolution with an AI agent?
Homeworks moved from keyword-rule bots that resolved only 20 to 30% of chats to Intercom's Fin.
Medical Devices & Diagnostics (MedTech)How is Henry Schein Australia using Agentforce for customer chats?
Henry Schein Australia, a dental and medical supply distributor, deployed Salesforce Agentforce for customer chats, most of which were order questions.
Software, Internet & MediaHow is GoFundMe using an AI agent to coach fundraisers?
GoFundMe built a Sierra AI agent that coaches fundraising organizers.
Software, Internet & MediaHow is Glean using an AI agent for customer support?
Glean uses Fin across its help center, developer docs, community, and support portal.
Software, Internet & MediaHow is Gamma using an AI agent for support at 50 million users?
Gamma, with a user base past 50 million, uses Fin on all inbound support.
Banking & Financial ServicesHow does Fundrise use an AI agent for investor support?
Fundrise uses Fin for investor support.
Software, Internet & MediaHow did FIFA use an AI agent to support media at the World Cup 2026?
FIFA deployed an Agentforce FAQ agent for journalists, broadcasters, and photographers at the FIFA World Cup 2026.
Banking & Financial ServicesHow is DXC using AI agents in insurance claims processing?
DXC Technology, which runs core insurance systems for 1,100 customers, brought Claude into its Assure orchestration platform.
Software, Internet & MediaHow is DaySmart using an AI agent for after-hours support?
DaySmart added Fin to cover support outside fixed hours.
Software, Internet & MediaHow did Databox use an AI agent to support revenue growth?
Databox uses Fin for customer support.
Hospitals & Health SystemsHow is Curology using AI agents for patient support?
Curology, a D2C prescription skincare company that has treated nearly 6 million patients, uses Decagon AI agents for support.
Software, Internet & MediaHow is Consensys (MetaMask) using an AI agent for support?
Consensys, maker of MetaMask, uses Fin for support.
Software, Internet & MediaHow is Clay using an AI agent for support?
Clay uses Fin across multiple support channels.
Consumer Products & RetailHow did ClassPass scale chat support to 24/7 with AI agents?
ClassPass deployed Decagon AI agents in chat.
Hospitals & Health SystemsHow is Circle Medical using an AI agent for patient support?
Circle Medical, a virtual primary care provider, uses Intercom's Fin AI agent for patient support.
Banking & Financial ServicesHow is Chime using voice AI agents at a million calls a month?
Chime uses Decagon voice AI agents for member calls.
Hospitals & Health SystemsHow did Catholic Health use voice AI for patient portal support calls?
Catholic Health deployed Notable voice AI for MyChart support calls that had relied on outsourced live agents.
Software, Internet & MediaHow is Bloomerang using an AI agent for support?
Bloomerang uses Fin on all support conversations.
Software, Internet & MediaHow is AppFolio using an AI agent for customer support?
AppFolio (20,000+ customers) uses Fin for support.
Software, Internet & MediaHow did Anthropic use an AI agent for its own customer support?
Anthropic chose to buy rather than build, deploying Intercom's Fin (powered by Claude) for customer support.
Software, Internet & MediaHow is Airtable using AI agents for customer support?
Airtable launched a Sierra agent on chat within four weeks and on email seven days later.
Consumer Products & RetailHow did 1-800-Flowers pilot AI agents for customer service?
1-800-Flowers.com piloted Decagon AI agents for customer service.
Medical Devices & Diagnostics (MedTech)Is KARL STORZ using AI agents in medical device sales?
KARL STORZ, the German endoscopy maker, is rolling out Salesforce Agentforce Sales and CPQ globally and presented its experience with AI agents for its sales and service teams at MedtecLIVE 2026.
Pharma, Biotech & Life SciencesCan a small biotech use an AI SDR agent to qualify conference leads?
AUM BioTech's CEO, with no prior coding experience, built lead-gen forms and a support chatbot on Salesforce and is finishing an Agentforce SDR agent to respond to thousands of conference leads, score them, book meetings, and hand top leads to human reps.
Hospitals & Health SystemsIs Sutter Health using AI agents for patient engagement?
Sutter Health (25 hospitals, 3.5 million patients) is working with Sierra on AI agents for patient engagement.
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Tools mentioned & how to build it
Disclosure: Some links may earn us a commission; it never affects grades. Tools are listed by fit to cases for customer support, never by payment.
Tools mentioned
- Fin AI Agent (Intercom · 29 cases)
Intercom's customer-service AI agent; the most-documented tool in the casefile. - Sierra (Sierra · 14 cases)
Conversational AI agents for customer service, chat and voice. - Agentforce (Salesforce · 11 cases)
Salesforce's agent platform across service, sales and field service. - Decagon (Decagon · 11 cases)
AI customer-support agents for chat, email and voice. - Claude & Claude Code (Anthropic · 4 cases)
Anthropic's models, Claude Code and enterprise plans. - Notable (Notable · 2 cases)
AI agents for intake, scheduling, prior auth and care-gap outreach.
Build a version yourself
- n8n
Open-source workflow automation with AI agent nodes; self-host or cloud. - HubSpot (Breeze agents)
SMB-friendly CRM with Breeze AI agents for prospecting and support. - Relevance AI
Build an 'AI workforce' of agents, e.g. BDR agents that research and book meetings. - Retell AI
Build and deploy phone agents for scheduling, intake and call routing.
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