reMarkable Deploys Agentforce AI Agents to Scale Customer Service and IT
reMarkable built two Agentforce-powered AI agents — 'Mark' for customer support and 'Saga' for internal IT help — autonomously resolving 35% of inbound support cases and significantly reducing IT team workload, enabling the company to scale without proportional headcount growth.
Impact
35%
Support cases autonomously resolved by Agentforce agent
25,000+
Customer conversations handled by AI agent
20%
Equivalent share of support team workload handled by AI
3 weeks
Agent deployment time
Challenge
Rapid growth stretched reMarkable's customer support and IT teams thin. The company sold over 3 million devices and reached a $1 billion valuation, but rising support demand, scattered tribal knowledge, and repetitive IT tickets were creating bottlenecks.
Solution
reMarkable deployed two AI agents built on Salesforce Agentforce: 'Mark', a customer-facing service agent, and 'Saga', an internal IT help desk agent embedded in Slack that handles tickets, onboarding, and password resets autonomously.
Tools & Technologies
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Full Story
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.
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