Fisher & Paykel, a luxury appliance manufacturer founded in New Zealand in 1934, is enhancing its smart appliance initiatives through predictive maintenance using AI technology. By leveraging Salesforce’s Agentforce, Fisher & Paykel initially improved customer service through automations and AI scheduling agents. Currently, it is using IoT-enabled appliances to send real-time performance updates to detect and prevent maintenance issues before they escalate. This shift is supported by cloud-consolidated product telemetry data, allowing real-time tracking from millions of connected devices.
The company is taking proactive measures to prevent appliance malfunctions. For example, refrigerator compressor issues can be identified early, avoiding complete breakdowns. Automated detection systems inform customers via an app or email, suggesting repairs and energy-saving settings. This approach not only aims to boost appliance performance but also to cut down on unnecessary repairs, minimize costs, and enhance customer satisfaction. Rudi Khoury, Fisher & Paykel’s Chief Digital Officer, highlighted the advantages of integrating data with connected devices for better customer support. Ultimately, these innovations reflect a trend toward utilizing AI and IoT for improved service and efficiency.
In conclusion, Fisher & Paykel’s use of AI and IoT represents a significant advancement in the appliance industry. By implementing predictive maintenance and robust customer communication, the company aims to ensure optimal appliance functionality and customer satisfaction. This development underscores the growing importance of smart technologies in driving operational improvements and delivering better consumer experiences.
