How Telepass Uses Salesforce Agentforce to Resolve 87% of Customer FAQs
Telepass deployed Salesforce Agentforce across its customer contact center, resolving 87% of FAQs autonomously and reducing average call handle time by 50% — live in 6 weeks with measurable returns within 10.
Impact
87%
FAQ resolution rate (autonomous)
50%
Reduction in average call handle time
10 weeks
Time to measurable returns
40,000
Weekly AI-handled conversations
Challenge
Telepass's contact center handled 2 million annual phone requests with agents limited to business hours; its prior chatbot resolved fewer than 50% of interactions autonomously and transferred the majority to humans.
Solution
Salesforce Agentforce deployed as an autonomous customer service agent resolving FAQs and guiding human reps in real time, backed by Salesforce Data Cloud for unified knowledge and MuleSoft for API integration.
Tools & Technologies
What Leaders Say
“Autonomous agents are resolving 87% of customers’ frequently asked questions and reducing average call handle times by 50%.”
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Full Story
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.
AWS