How Telepass Uses Salesforce Agentforce to Resolve 87% of Customer FAQs

Telepass is the backbone of cashless mobility across Europe, processing 1.4 billion toll, parking, and ferry transactions annually for over 10 million customers in 18 countries. Its contact center handles 2 million phone requests and 900,000 chat requests per year, running with 300–400 agents seasonally across an 8AM–7PM operating window. As customer volumes grew and expectations for 24/7 service increased, Telepass needed to scale support without linearly scaling headcount.

Telepass selected Salesforce Agentforce as the foundation for AI-driven customer service automation. The implementation used Agentforce Service to handle inbound customer inquiries, Salesforce Data Cloud to ground the agents in a unified, harmonised knowledge base, and MuleSoft to orchestrate API connections across Telepass's backend systems. An internal AI agent was also deployed to provide service representatives with real-time guidance during calls — instantly surfacing company policies, product SKUs, and live offers.

The rollout moved quickly. The platform was operational in 6 weeks, and Telepass reported measurable returns within 10 weeks. Testing was largely automated, with 70% conducted via the Agentforce Testing Center, reducing manual QA overhead. The AI agent handles 40,000 conversations per week, covering everyday tasks like bill retrieval, vehicle agreement signing, owner status checks, and license plate management.

The outcomes were significant: Agentforce now resolves 87% of incoming FAQ inquiries autonomously, compared to the previous chatbot that handled less than 50% independently and transferred the majority to human agents. Average call handle time for agent-assisted interactions dropped by 50% through real-time AI guidance. Customer support availability extended from an 8AM–7PM window to 24/7 — without adding headcount.