The Warranty Agent
AI is revolutionizing the way businesses run. With Agentforce, companies have nearly limitless possibilities for automating nearly every facet of their business while providing a frictionless experience for their customers. At TDX 2025, Trifecta demonstrated how the power of AI and agents can be harnessed to help streamline and automate difficult processes – the Warranty Agent.
Imagine your company, Cirrus, sells renewable energy products. Your customer has a small wind turbine. They’ve come to your web site with a problem – a single part, the power inverter, is broken. Your customer would like to receive a replacement part for just the inverter, but not the entire turbine. Normally, returns and repairs can be a painful process for both customers and vendors. In this case, however, an agent can be used as part of a chatbot built into the web site to completely automate the process.
Through Agent Builder, Salesforce’s powerful tool for building agents, Cirrus’ Salesforce Administrator configured a topic specifically for handling warranties and warranty replacements. The topic tells the agent how to interact with the customer when they interact with the web site. Actions are also included to tell the agent how to find the data it needs and how to perform certain steps such as placing an order.
Customer Interactions with the Agent
When the customer visits the web site, they interact with the chatbot and mention the broken part. Initially, the Agent offers troubleshooting advice automatically generated from Knowledge articles stored in Salesforce. This can help deflect many common issues and streamline support time. However, in this case, your customer knows which part is broken and needs to be replaced.
Leveraging the Agentforce Data Library
Here is where the power of agents and Data Cloud starts to shine. After requesting the serial number, the agent will find the turbine associated with the customer. The data, however, is not stored in Salesforce as typical records, but in a PDF spec sheet. Harnessing the power of Data Cloud and unstructured data, the warranty agent is able to find the correct part and confirm the replacement part with the customer. Managing replacement parts through unstructured data can save businesses countless hours of data maintenance. Simply uploading the file to the Agentforce Data Library makes it available to the agent!
Fulfilling the Customer’s Request Quickly and Seamlessly with AI Agents
The agent will then confirm the order with the client for the replacement part, create an order in Salesforce, and send the order to your company’s ERP system – all automatically. An experience that can normally take hours was brought down to minutes – all handled without human intervention. Cirrus’ customer service team now spends less time on repetitive, tedious tasks and can focus more on more complex issues. And their customer is happy – they were able to order a replacement part through a quick and painless process.
Through Agentforce, Cirrus was able to transform how they connect with their customers. The Warranty agent automates a typically painful process and streamline the customer journey. The applications don’t stop there – many areas of the business can leverage AI to combine the power of agents and humans to provide a meaningful, intuitive experience. Our client, Gemline, has seen major success with agents supporting their service teams, read their story here! To see how AI agents can be used to support your sales teams, read this blog article.
Ready for AI Agents?
Trifecta is excited to offer a FREE Agentforce Readiness Assessment to help you assess your data fitness and potential use cases for AI agents. Mention the “Warranty Agent Blog” in this form to secure your free assessment now!
