ItalyLogistics and transport2026 – ongoingTelepass
Agentforce FAQ agent and internal agent for customer service
Telepass's Agentforce agent resolved 87% of customer inquiries on its own
Problem
Telepass runs tolling and mobility services in Italy and 18 other European countries. Its contact center of 300 to 400 staff, depending on the season, fielded routine questions about bills, vehicle agreements and license plates.
Approach
Telepass built an Agentforce FAQ agent in its self-service portal that answers in chat around the clock, in several languages. Answers are grounded in the company knowledge base through Data 360 retrieval. Hard cases pass to a live rep with the full conversation, or to a callback form outside office hours. A second internal agent gives reps policy and offer information during calls.
Results
Takeaway
Telepass put one agent in front of customers and another beside its reps. The two measured gains came from different agents.
Categories
- Industry
- Logistics and transport
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- AI agentsGenerative AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
Salesforce reports that Telepass uses an Agentforce FAQ agent for customer chat and an internal agent for service reps. It gives 87% autonomous inquiry resolution and a 50% cut in average call handle time.
Full details are in the original sources.
