"You can't keep adding bodies. That math does not work," said Velia Carboni, CIO with appliance company SharkNinja. "The unlock with Agentforce versus historical chatbots will be authenticity. Agentforce gives us that opportunity." This highlights the challenge of scaling customer service and emphasizes the need for innovative solutions that feel personal and less scripted.
AI agents, assistants, copilots - whatever the preferred term - are a hot topic in the customer experience space right now. Unlike traditional chatbots, AI agents need not follow a prescribed pattern of answers to common queries, but can respond more flexibly.
"Our guys are innovating, sometimes 30, 40, 50 products. I do think that having it divided helps them better focus on categories," explained Carboni. This underscores SharkNinja’s approach to innovation and product development across its two brands.
"We service both brands; we're one company but there's a lot of commonality. Consumers have cleaning needs, consumers have kitchen needs, so there's a lot to leverage between the brands. We do have two separate websites." This statement illustrates the integration of services while maintaining brand identities.
Collection
[
|
...
]