Fujitsu has adopted Agentforce for its Fujitsu Salesforce Support Desk.

By doing so, the company aims to improve customer satisfaction by providing accurate answers and responding quickly to requests, build long-term relationships, and evolve into an organization that can quickly and flexibly respond to changes in customer needs.

At the Fujitsu Salesforce Support Desk, the number of inquiries has increased and the range of support has expanded to include new products and technologies, making it urgent to improve the skills of operators at the contact center.

In addition, the company was also faced with the challenge of providing efficient, high-quality customer support with limited resources, such as maintaining continuous response quality and improving customer satisfaction.

There was a need to create a system that allows operators to focus on inquiries with high urgency or difficulty, and the company has been seeking a solution that utilizes AI. As part of this, the company conducted a pilot test of Agentforce. This test confirmed that accurate answers could be obtained with fewer steps than before. As a result of tuning such as topic design and use of flows in actions, and data preparation using business know-how, the problem was solved in one go.
Based on the results of this verification, we decided to adopt it in the production environment.

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