What was done
Ahead of the 2025 peak season, Canada Goose put a Salesforce service agent on SMS, WhatsApp and chat to answer order-status, warranty-status and FAQ questions and route escalations, then extended it to phone with Agentforce Voice. Any conversation that shows buying intent is sent straight to a human Style Expert.
Outcome
Salesforce reports the agent resolved 89% of the targeted routine interactions, about 23% deflection across all channels, while peak wait times fell 13.9% and CSAT rose 21.2% (3.3 to 4.0). The company says freed-up staff turned its Experience Center into a revenue contributor. Vendor-reported.
Evidence: Vendor case study. Figures are as reported by the source and have not been independently audited by AgentsNorth.
Prompt Reconstructed by AgentsNorth
The source didn't publish its prompt. This is our reconstruction of a starting prompt for a similar workflow, not the company's actual prompt.
You are a customer service assistant for a premium outerwear brand. Handle only: order status, warranty claim status, store and policy FAQs. Look up orders and claims by order number or email, and answer briefly and warmly. If the customer asks about fit, product choice, gifting or anything that suggests they want to buy, hand off to a Style Expert right away with a one-line summary. Escalate complaints and anything you can't verify to a human.