What the Sleepa brand of Pikolin Group Focused on the digital sales channel and a younger audience, it has revolutionized its product recommendation strategy through the implementation of Salesforce Agentforce.
In a context of exponential growth of its online sales, What the Sleep faced a growing pressure on its customer service and product recommendation. Javier PicapeoBusiness Relationship Manager en Pikolin, y Óscar PérezSalesforce administrator in Pikolin, they detail how this technology of Autonomous agents It has allowed to improve user experience with remarkable agility.
Climb attention in a booming e-commerce
As What’s Sleep sales shot, the workload and the pressure on the customer service equipment became unsustainable. The need to offer a quick and efficient response to user consultations, without compromising the quality of the service, was evident.
It was at this point that Salesforce presented agentforce, a solution that Pikolin identified as a “first step to test and implement it inside the house” and thus respond to a “clear, detected need”, as Javier Picapeo states.
Conversations via WhatsApp
The agentforce implementation focused on the WhatsApp channel, a usual medium for the young What the Sleep target. The main objective of this autonomous agent is:
– Resolution of frequent questions: The agent is able to respond to the most common consultations of users in a completely natural language, eliminating the need for rigid flows and endless selections.
– Product recommendation: Based on the information provided by the user in the conversation, the agent can consult the product catalog and make an adequate recommendation, offering the web product sheet so that the user ends the purchase directly.
Óscar Pérez points out that the agent is totally autonomous and does not require human review in this initial phase. This autonomy, combined with the ability to talk in natural language, provides a fluid and friction user experience.
Agility in deployment
One of the most remarkable aspects of this implementation has been the speed and efficiency of the project, since it was developed in just six weeks and without the need for an external partner, thus demonstrating the softness of the learning curve of a platform such as Agentforce.
In addition, as the agent’s approach is “very focused on company data”, as confirmed by Oscar Pérez, mitigates hallucinations or inaccuracies problems that are sometimes associated with generic LLMs.
Although the What the Sleep does not close the sale directly in this first phase, the volume of interactions is promising. Currently, they are managed around 150 conversations per montha figure that “is increasing every month that passes,” confirms Javier Picapeo. At the moment the data on how many of these interactions culminate in a purchase have not yet crossed, but it is a metric that Pikolin plans to analyze shortly.
Agentforce, a vision of the future
The second phase of this project has as its main objective that the agent is able to consult the status of an order, which is a high volume load for the customer service. In addition, in the medium term it seeks to evolve towards typologies of more complex actions such as case management, the closure of orders or their modifications in case of necessity.
Both Javier Picapeo and Óscar Pérez agree that Agentforce will be “a critical solution within the technological evolution of the company.” For this reason, although collaboration with a partner could accelerate the deadlines, Pikolin prioritizes maintaining knowledge and control over the tool to ensure a solid base for future evolutions.
In short, What the Sleep, with the support of Salesforce Agentforce, has not only managed to optimize customer service of its e-commerce, but has laid the foundations for a more natural, autonomous conversational experience and, in the near future, totally transactional. Agility in its implementation and the commitment to internal knowledge control demonstrate a mature and vision of future technological strategy.
