World-Leading Commercial Amusement Attraction Manufacturer
The client is a family-owned manufacturer of commercial-grade mechanical bulls, surf simulators, trampoline-park attractions, and inflatable parks, with in-house production facilities in the U.S. and U.K. They distribute globally—selling over 4,000 ride systems across 45 countries—and support clients with detailed assembly manuals, spare parts, and expert technical support to ensure long-term operational success.
Heavy support dependency for routine setup limited premium service growth
Supporting a vast global install base presented operational bottlenecks that required an intelligent, self-service alternative.
- High Agent Dependency: Live support agents spent excessive time handling routine product setup and assembly queries.
- Unused Monetization Potential: The client needed a structured way to convert specialized, expert technical assistance into a new revenue-generating premium support model.
- Customer Experience Continuity: Any automated solution had to maintain high service standards for commercial amusement park operators worldwide without sacrificing support quality.
AI-driven documentation delivery and automated calendar scheduling
An intelligent service framework was built around Salesforce Agentforce to automate knowledge retrieval and streamline paid technical consultations.
- 01 / Service Agent & Data Cloud Core: Implemented Agentforce Service Agent integrated seamlessly with Data Cloud and Google Calendar.
- 02 / Knowledge Library Integration: Ingested detailed product manuals and assembly guides directly into the Agentforce data library to deliver instant, AI-powered setup guidance to operators.
- 03 / Automated Paid Booking Workflows: Leveraged Salesforce Automation Flows to enable friction-free, automated booking of paid technical support sessions directly linked to specialist calendars.
Reduced agent workload and a high-margin service revenue channel
The implementation effectively transformed routine technical inquiries into an automated, revenue-generating service operation.
- Reduced Live Support Strain: Significantly decreased dependency on live agents for repetitive assembly and setup questions.
- Monetized Premium Support: Successfully established a seamless, automated booking channel for paid expert tech sessions.
- Enhanced Global Customer Experience: Provided international clients with instant, round-the-clock access to setup guides and scheduling tools.