Telepass scales EU mobility support with Salesforce Agentforce — 87% autonomous FAQ resolution

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Telepass scales EU mobility support with Salesforce Agentforce — 87% autonomous FAQ resolution

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Telepass, the Italian mobility platform that handles roughly 75% of Italy's motorway toll transactions and serves more than 10 million customers across 18 European countries, deployed Salesforce Agentforce in six weeks and now autonomously resolves 87% of incoming customer inquiries while handling 40,000 conversations per week and more than 1.4 million LLM calls per month. "We receive 2 million customer inquiries a year just on the phone. 900,000 more inquiries come in via chat. Depending on the season, we only have 300 to 400 contact center employees to handle them all," said Marco Gaeta, Chief Information Technology Officer at Telepass. On the build itself, Gaeta added: "We already had documentation, and an organized knowledge base. It connected right to Agentforce." Before Agentforce, Telepass's existing chatbot could only follow preset paths, transferring over 50% of incoming inquiries to a live service rep. Service hours were limited to 8 a.m. – 7 p.m., leaving evening travelers to wait while messages stacked up overnight. Underneath, customer data was sprawled across legacy on-premises servers, 62 external databases, a homebuilt merchant app, and billions of lines of unstructured data in Google Cloud Platform. Telepass's "adopt instead of adapt" principle led the team to assemble the first FAQ agent almost entirely out-of-the-box using low- and no-code tools in Agentforce Builder. The team had the Headless 360 platform up and running in six weeks, and within ten weeks they were already seeing ROI. Testing was largely automated — 70% was conducted in the Agentforce Testing Center — and revealed no updates were needed because Agentforce's reasoning worked as expected. Agentforce answers everyday customer questions (retrieving bills, signing vehicle agreements, checking owner status, adding license plates) using retrieval-augmented generation through Data 360, which grounds responses in knowledge articles indexed from Agentforce Service. MuleSoft integrates previously siloed tolling and logistics platforms and B2B partner data — including billing data from SAP — directly into Agentforce Communications via API. When a question needs a human, Agentforce escalates with full conversation context so the customer never starts over. The numbers behind the deployment scale quickly. Telepass is trusted by 7.5 million clients and 500 partners, and processes 1.4 billion cashless toll, parking, and ferry transactions every year. A second internal Agentforce deployment gives service reps instant access to company policies, product SKU details, offers, and real-time guidance during customer calls, and has already contributed to a 50% reduction in average call handle time. On the partner side, Salesforce-powered Partner Community onboarding time dropped from three months to one to two weeks. Telepass plans to extend Agentforce from chat to voice, paving the way for fully digital end-to-end customer conversations, and to give the FAQ agent transaction-execution capabilities such as updating license plates and modifying payment details. The next major build — Agentforce Vibes, Salesforce's vibe-coding tooling — will replace Telepass's legacy coding engine.