Bose, headquartered in Framingham, MA, is a company that makes audio equipment, including speakers, headphones, and sound systems for cars.

Use Case

Shopping Inquiries

• Finding a Product - Customers can get product recommendations based on interest and need
• Product Upsell - Customers get suggested headphone accessories based on the identified product recommendations

Expected Outcomes

• Guided product recommendations will lead to increased revenue and sales

Project Status

TMT

Enterprise

Service Agent

Key Contacts

Benjamin Spoonhower (Core AE)

bspoonhower@salesforce.com

Tom Hebner (VP, Agentforce)

thomas.hebner@neuraflash.com

Updated: 1/29/25 | This document contains confidential information and is intended solely for the viewership of Salesforce employees.

Agent Activated

Expected launch date: 6/16/25

�Stronger product guidance will lead to increased sales and revenue!

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Bose aims to increase sales rates with Agentforce Service Agent & Einstein for Service

The Challenge

Customers frequently feel overwhelmed by the large selection of products on the Bose website, often resulting in incomplete purchases. While browsing the website, they struggle to determine which product best fits their needs. Having to click through the many product descriptions to compare features is time-consuming and discourages them from completing a purchase.

The Solution

Agentforce will facilitate revenue-driving conversations, acting like a personal shopping assistant for users on their website. For example, when a customer asks about headphones, the agent can inquire about their intended use and recommend the best option accordingly. If a customer escalates to a live agent, Einstein for Service will automatically generate recommended replies and relevant knowledge articles to assist in providing personalized suggestions that align with the customer’s purchasing history and specific needs.

The NeuraFlash Difference

NeuraFlash was already deeply engaged with the Bose team, having successfully implemented an Enhanced MIAW bot for them. As that project wrapped up, discussions shifted toward their future Salesforce investments, including adopting Salesforce’s latest innovation, Agentforce. After NeuraFlash demonstrated the value of their specific use cases, Bose decided to implement Agentforce to enhance their business and elevate their customer service. Next on their roadmap is a Service Cloud Voice migration.

Win Highlight

Products Deploying:

Einstein for Service, Agentforce Service Agent

Bose, headquartered in Framingham, MA, is a company that makes audio equipment, including speakers, headphones, and sound systems for cars.

TMT

Service Agent