Agentforceprovides a self-service path to migrate hundreds of thousands of prepaid customers to better prepaid plans.
To bring their vision to life, One NZ is usingAgentforce, the agentic layer of theAgentforce 360 Platform, to build a digital assistant that helps customers quickly and seamlessly choose the best mobile plan for their needs. Built in just five weeks, Agentforce streamlines what used to be a multistep, employee-assisted process into a simple, touchless journey from start to finish.
For their initial pilot, One NZ has identified a segment of hundreds of thousands of prepaid customers as the best fit to focus on now. These customers will receive a targeted campaign via SMS and email with a private link to a mobile-optimised portal. Clicking the link launches One Assistant, One NZ’s prepaid agent, which first requests a one-time password to authenticate the SIM againstCommunications Cloud — replacing manual verification.
From there, Agentforce pulls real-time account details, such as balances, add-ons and data usage, directly from Communications Cloud. Customers then see their current plan alongside seven simplified options. If they have questions about their options, Agentforce answers them instantly with information pulled from knowledge articles stored inData Cloud and retrieved through vector search.
Agentforceprovides a self-service path to migrate hundreds of thousands of prepaid customers to better prepaid plans.
“Agentforce’s ability to access data in the moment is vital,” said Summer Collins, Chief AI and Data Director. “The agent is grounded in the right answers and can only look at the data that is relevant for each particular customer according to the rules we set for it. Having that data easily accessible within Data Cloud means that can happen instantaneously.”
That speed was possible thanks to Agentforce’s low-codeAgent Builder tools and prebuilt actions — and with Data Cloud, Agentforce can make decisions using real-time data and take action instantly.
With this strong foundation, Agentforce gives One NZ a limitless digital workforce, delivering always-on, accurate and personalised service at scale. Having AI agents autonomously handle routine tasks frees up teams to focus on higher-value work.
“Agentforce’s ability to access data in the moment is vital,” said Summer Collins, Chief AI and Data Director. “The agent is grounded in the right answers and can only look at the data that is relevant for each particular customer according to the rules we set for it. Having that data easily accessible within Data Cloud means that can happen instantaneously.”
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