Case Study: Telepass boosts autonomous customer support with Salesforce Platform

Telepass resolves 87% of inquiries autonomously with Salesforce Platform

Telepass, a major European mobility provider trusted by over 7.5 million clients, faced the challenge of scaling its customer support to handle millions of inquiries as demand for its services grew. The company needed a faster system to manage customer conversations across its expanding network. To address this, Telepass turned to the Salesforce Platform and implemented its Agentforce and Data 360 solutions.

Using Salesforce's low- and no-code tools in Agentforce Builder, Telepass quickly assembled an AI-powered FAQ agent that connected to its existing knowledge base. The solution autonomously resolves 87% of incoming inquiries, handles 40,000 conversations per week, and has led to a 50% faster call handling time for service reps. Salesforce enabled Telepass to accelerate deployments, ensure security compliance, and significantly improve customer service efficiency.

Telepass