Grupo Falabella offers fast, convenient order support with Agentforce.

Grupo Falabella — Autonomous agents provide instant answers to FAQ and order status inquiries via WhatsApp. Autonomous agents provide instant answers to FAQ and order status inquiries via WhatsApp. The graphic states â60% resolution rate with Agentforceâ next to an image of an iPhone. They provide goods and services in-store and online to over 36 million customers, plus shopping centers and digital banking.

Agent or tool: Agentforce
Topic: Customer Support
Reported on: Case study (Salesforce)
Added: 2026-11-11

Why it matters

Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 55 by interest), and one of 219 involving Agentforce.

How you could try it

Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Agentforce or any similar agent and adjust the details to your situation.

I want an agent to handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was Agentforce.

Saved

Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.

Source

Read the original first-hand account on Case study (Salesforce): https://www.salesforce.com/customer-stories/grupo-falabella. Our summary is a paraphrase; details are in the source.

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