GenAI in The Contact Center Space — Jan-Feb 2025

Salesforce Partners with Vivint to Revolutionize Smart Home Customer Support

Salesforce is a leading AI-powered CRM that has announced that Vivint (an NRG company and a premier provider of smart home and security solutions) is leveraging Salesforce’s Agentforce to enhance customer service. This integration delivers 24/7 autonomous agent support, complementing Vivint’s human service teams to ensure efficient and personalized customer care. The company is a leader in smart home innovation for 25 years and has over 400 patents and serves more than two million U.S. customers. Each household utilizes an average of 14 smart devices thus benefiting from industry-leading customer engagement and a remarkable nine-year average customer lifespan. Vivint selected Agentforce for its advanced reasoning capabilities thus enabling it to autonomously handle routine issues like troubleshooting device errors. When necessary, Agentforce seamlessly escalates unresolved cases to human agents thus ensuring every customer receives comprehensive support. This synergy allows Vivint’s agents to focus on complex issues, elevating the overall customer experience. David Porter (COO of Vivint) emphasized the integration’s transformative impact “Agentforce has enhanced our platform, delivering intuitive and simplified experiences for our…