FranceEnergy and utilities2026 – ongoing

ENGIE

Agentforce customer chat in Belgium and Italy

ENGIE's AI chat resolves 71% of cases on its own

WorkingVendor's case studyVendor ↗

Problem

Energy customers ask many routine questions about bills, meters and contracts. An earlier AI project at the company had taken nine months.

Approach

ENGIE added Agentforce chat to its Belgian mobile app, in French and Dutch, and to a help portal for new customers in Italy. Requests such as contract changes go to a live representative. The rollout took a few weeks with Capgemini.

Results

71%Cases resolved without a humanVendor's case study[1]

1,500+Conversations per dayVendor's case study[1]

83%Response accuracyVendor's case study[1]

Takeaway

ENGIE deployed the chat service within a few weeks with Capgemini. Contract-change requests go to human representatives.

Sources

ENGIE Supercharges Productivity with Agentforce
Salesforce6 Oct 2026Vendor publication

Source summaries

[1]Salesforce6 Oct 2026

Salesforce describes ENGIE's Agentforce chat in Belgium and Italy and the partner-led rollout. It gives resolution, volume and accuracy figures.

Full details are in the original sources.

Added 25 Oct 2026 · Updated 25 Oct 2026