reMarkable Deploys Agentforce AI Agents to Scale Customer Service and IT

reMarkable faced a scaling dilemma familiar to fast-growing consumer hardware companies: demand for support — both external customer queries and internal IT requests — was growing faster than the team could hire. With tools fragmented across Zendesk, HubSpot, and Jira, and tribal knowledge locked in individual team members' heads, the support and IT functions were becoming bottlenecks.

reMarkable partnered with Salesforce to consolidate onto a unified platform — Sales Cloud, Service Cloud, Commerce Cloud, and Data Cloud — and then layered Agentforce on top to build autonomous AI agents. 'Mark', the customer service agent, was deployed in just three weeks and leverages Data Cloud to give it context-aware, real-time knowledge of customer history and product information. 'Saga', the internal IT agent, was embedded directly into Slack.

The results were immediate and measurable. Mark handled over 25,000 customer conversations and autonomously resolved 35% of all inbound support cases — doing the equivalent work of roughly 20% of the 115-person support team — while matching human agents in customer satisfaction scores. Saga dramatically reduced repetitive IT tickets and accelerated new hire onboarding.