Telepass deployed Salesforce Agentforce, and the agent now autonomously resolves approximately 87% of incoming customer inquiries, handling 40,000 conversations per week and making over 1.4 million LLM calls per month. A second Agentforce use case that supports service reps has already contributed to a 50% reduction in average call handle time.
Telepass manages approximately 75% of motorway toll transactions and more than 20 integrated mobility services in Italy, and operates electronic tolling services across 18 European countries. Its on board unit and mobile app process 1.4 billion cashless toll, parking, and ferry transactions every year. Marco Gaeta, Chief Information Technology Officer, said: "We receive 2 million customer inquiries a year just on the phone," and "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."
The existing chatbot could only follow preset paths, transferring over 50% of incoming inquiries to a service rep, and service hours ran only from 8 a.m. to 7 p.m. Telepass's 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 deployed Agentforce, AI agents powered by the Headless 360 platform, to answer questions such as how to retrieve a bill, sign a vehicle agreement, check owner status, or add a license plate. Customers sign in to a self-service portal built on Agentforce Communications and chat in their preferred language. Using retrieval-augmented generation through Data 360, Agentforce finds relevant information in the knowledge base stored in Agentforce Service. Gaeta said: "We already had documentation and an organized knowledge base. It connected right to Agentforce." If a question requires human support, Agentforce escalates to a live rep with full context, and a Flow routes off-hours escalations to a callback form. MuleSoft integrates previously siloed tolling and logistics platforms and B2B partner data, including billing data from SAP, into Agentforce Communications via API.
Using low- and no-code tools in Agentforce Builder, Telepass assembled its first FAQ agent almost completely out-of-the-box. The team had Salesforce Platform up and running in six weeks and saw ROI within 10 weeks. Testing was largely automated, with 70% conducted in the Agentforce Testing Center, and it revealed no updates were needed. The second, internal agent gives service reps instant access to company policies, product SKU details, offers, and real-time guidance during customer calls. Partner onboarding time dropped from three months to one to two weeks with the Salesforce-powered Partner Community.
Telepass plans for the live FAQ agent to execute transactions such as updating license plates or payment information, to extend Agentforce from chat to voice, and to replace its legacy coding engine with Agentforce Vibes.