The company
reMarkable
remarkable.comPaper tablets and digital notebooks for distraction-free writing and sketching.
Result highlights
- AI agent NPS matching human reps
The story
A consumer technology company specializing in digital paper tablets sought to launch AI agents for both customer service and internal IT support.
Existing knowledge base articles were too lengthy and lacked the metadata tags required for AI processing, making information difficult to retrieve. Early agent tests also revealed a blunt tone and overly restrictive guardrails that blocked valid inquiries about order management.
The team deployed Agentforce using a test-and-learn approach with two-week sprints to review conversations and classify errors. They utilized an AI tool to audit every knowledge article, automatically generating two-line summaries and extracting keywords to improve search matching. The rollout included expanding system access for order management queries while strictly defining scope for the internal IT agent to manage employee expectations.
Scope & timeline
- 3-week deployment time for AI agent
Quotes
“Having Salesforce Professional Services, who knew more than us, was great because then we could move faster. Working with the people who are closest to the product was super valuable.”