L'Oréal Canada · Montréal, QC
L'Oréal's Canadian pilot of an Agentforce advisor assistant cut case handling time by up to 64%
-64% handling time when drafts need no edits (vendor-reported)
-40% when drafts are edited
Customer Support: AI agent use cases
Whitepine College · Northern Ontario
Northern Ontario college reclaims ~514 staff hours with a student-enquiry AI agent
514 hrs reclaimed (2025)
$21.4K base-case savings
Canada Goose · Toronto, ON
Canada Goose lets Agentforce handle routine service so Style Experts can sell
89% of targeted interactions resolved
23% overall deflection
TD Bank Group · Toronto, ON
TD built an in-house AI system that triages fraud threats and assists its frontline fraud agents
Built in-house, patent pending
Real-time triage across billions of data points
TD Insurance · Toronto, ON
TD Insurance launches a bilingual generative AI virtual assistant for home, auto and small business questions
Covers Home, Auto and Small Business Insurance
English and French
Bell Canada · Montreal, QC
Bell Canada automates 450,000 complaint cases a year with a ServiceNow triage agent
450,000 cases automated per year
25% faster response times
Mills Motors Buick GMC · Oshawa, ON
Oshawa GM dealership books 79 service appointments in 30 days with an AI phone agent
1,113 calls answered in 30 days
79 service bookings
Unnamed national B2B payments provider · Canada
A national payments provider put an Agentforce agent in front of credit union support, after resetting its deflection target
Original target: 25% case deflection
~80% of in-scope inquiries needed external systems
Canada Revenue Agency · Ottawa, ON
Failure: Auditor General finds CRA's 'Charlie' chatbot answered only 2 of 6 tax questions correctly
2/6 correct
City of St. Catharines · St. Catharines, ON
City of St. Catharines launches 'Catharine', a Copilot Studio agent that resolves 90% of resident questions
12,000+ resident interactions
90% resolution rate
Klarna · Global (operates in Canada)
Failure/lesson: Klarna re-adds human agents after cost-focused AI support hurt quality
Humans re-hired for support
Wealthsimple · Canada
Wealthsimple's Decagon support agent answers 60-70% of customer questions without a human
60-70% of questions answered without a human
ShearComfort · Vancouver, BC
Vancouver's ShearComfort cuts ticket triage 84% with Zendesk AI
84% less triage time
32% faster first reply
Lightspeed Commerce · Montreal, QC
Lightspeed's Fin AI agent resolves up to 65% of merchant support conversations
45–65% AI resolution rate
Fin involved in 99% of conversations
Klarna · Global (operates in Canada)
Klarna's AI assistant handles two-thirds of support chats, doing the work of 700 agents
2.3M chats in month 1
11 → <2 min resolution
Air Canada · British Columbia (tribunal)
Failure: Air Canada held liable after its website chatbot gave wrong bereavement-fare advice
$812 award
Company liable for bot output
Action Furnace · Calgary, AB
Action Furnace uses an AI agent inside ServiceTitan to answer leads in seconds and book about 190 HVAC jobs a month
~2 sec median first response (vendor-reported)
190+ appointments booked per month
BBQ Québec · Quebec
BBQ Québec's bilingual AI shopping assistant lifts conversions on compared grills by 25%
+25% conversions on compared products
6-second average response time
Bell Canada · Montreal, QC
Bell Canada's Gemini-powered virtual assistants resolve over half of 16M+ chats on their own
16M+ chat interactions, over half resolved by AI
5M+ voice assistant interactions
Borrowell · Toronto, ON
Borrowell's Lyro AI agent resolves 83% of member chats before they become Zendesk tickets
83% resolution rate
87% answer rate
Unnamed Canadian national telecom · Canada
A national Canadian telco automates 2M+ support conversations in a year with an Ada bilingual chatbot
2M+ conversations automated in year one
~50% of inquiries solved without live support
Ville de Montréal · Montréal, QC
City of Montréal launches a citizen agent over 40,000 web pages
40,000+ pages covered
High CSAT (first 4 months)
Creative Bag · Toronto, ON
Toronto packaging retailer Creative Bag lets a chatbot handle up to 80% of repeat questions
75% to 80% of repeat questions automated (vendor-reported)
Endy · Toronto, ON
Endy resolves 85% of contacts automatically during its Tim Hortons promo and creates new AI QA roles
85% automated resolution
-10,000 live tickets (peak)
Entourage sur-le-Lac · Lac-Beauport, QC
Québec City resort automates 94% of guest enquiries and saves 440 staff hours
94% automated
440 hrs saved
K1 Speed Canada · Canada
K1 Speed Canada's AI agents handle 44,000 guest chats and turn event leads into CRM deals
44,181 sessions in 13 months
77% of booking sessions became CRM deals
KOHO · Toronto, ON
KOHO's AI voice agents call inactive customers, lifting funded accounts 23% in its best campaign
$8M+ annual savings (vendor-reported)
+23% active funded accounts in best campaign
Les Affaires · Montreal, QC
Les Affaires cuts subscriber support resolution time 95% with an AI agent that preps every ticket
97% faster first response
95% faster resolution
Neo Financial · Calgary, AB
Neo Financial's Fin agent resolves 20,000+ support conversations a month
20,000+ resolutions per month
71% chat resolution
Pajar Canada · Montreal, QC
Pajar Canada automates 45% of bilingual support tickets with a Gorgias AI Agent
45% of tickets automated
~12 min first response
Powerplay Pro · Montréal, QC
Montreal pressure-washing company answers every support call with an AI voice agent
~30 calls/day handled
24/7 coverage
TELUS · Vancouver, BC
TELUS uses Google Gemini agents to resolve 30% of customer calls on its own
30% of calls resolved by AI agents
87% faster resolution