Frogwell Supports Fisher Instruments Japan in Enhancing Past Similar Case Search with Salesforce's AI Agent "Agentforce"

Frogwell Inc. (Headquarters: Minato-ku, Tokyo; President and CEO: Naoya Otani; hereinafter referred to as "Frogwell") is pleased to announce that it has provided support for the construction and implementation of a "Past Similar Record Search Function" for Fisher Instruments Co., Ltd. (Headquarters: Soka City, Saitama Prefecture; President and Representative Director: Hiroki Hoshino; hereinafter referred to as "Fisher Instruments"), the Japanese subsidiary of a global measurement equipment manufacturer headquartered in Germany, utilizing Salesforce's latest AI agent platform "Agentforce."

This project incorporates AI into the automatic search of past repair, inspection, and calibration records within screen flows, enabling "semantic similarity search" that is not dependent on complex product name variations or specialized defect symptoms, thereby promoting faster support operations and technical succession (resolution of knowledge silos).

■ Background and Challenges: Search omissions due to variations in terminology and reliance on veteran expertise

Fisher Instruments is a specialist in measurement equipment, providing a wide range of products such as film thickness gauges, material analyzers, and material testing machines that support advanced manufacturing worldwide. In its maintenance and customer support operations, the company had established a system to quickly find solutions by searching through a vast amount of historical response data accumulated in Salesforce when inquiries about defects or other issues arose.

However, the company faced the following challenges:

* Search omissions due to product name variations: The presence or absence of hyphens and spaces, and the mixture of common names, model numbers, and official names meant that traditional keyword matching alone carried the risk of overlooking valuable past response records.
* Knowledge silos and response times: The sophisticated judgment of "which past case is truly similar to the current complex symptom" relied on the experience and intuition of skilled technicians, leading to delays in initial responses by junior staff and variability in the time taken to resolve issues.

【Features of the Constructed System】

* Implementation of a unique data preprocessing system
A mechanism was built to clean up data such as product names from the vast historical repair and inspection records accumulated in Salesforce, absorbing variations in terminology.

* Semantic search (fuzzy search) using Agentforce
A mechanism was implemented where AI extracts "truly similar past response records" based on the context of the trouble and displays them in a list on the support staff's screen. This prevents omissions in past case searches and supports the decision-making of support staff.

■ Implementation Effects and Future Outlook

With the introduction of this system, support staff can now access optimal past troubleshooting procedures simply by specifying search conditions (exact match/fuzzy match, search period, etc.). This has resolved knowledge silos and contributed to the improvement of customer support operations.

The implementation of this system has made it easier to access past resolution procedures, contributing to the elimination of knowledge silos and the improvement of customer support quality. The company plans to further leverage AI to optimize overall operations and enhance the customer experience.

Leveraging the success of this Agentforce implementation, Frogwell will continue to actively develop customer support solutions utilizing Salesforce AI (such as "Service Agent Suite by Frogwell"). The company aims to support true business transformation through optimal AI utilization tailored to each company's business processes.

【Fisher Instruments Co., Ltd. Company Overview】
Headquarters: 1-9-16 Shinnmei, Soka City, Saitama Prefecture
Established: May 1987
Representative: Hiroki Hoshino, President and Representative Director
Company HP: https://www.helmut-fischer.com/jp/

【Company Overview】

Company Name: Frogwell Inc.

Representative: Naoya Otani

Established: May 2010

Location: Akasaka Intercity 10F, 1-11-44 Akasaka, Minato-ku, Tokyo 107-0052