Replace a scripted support bot with an agent grounded in your knowledge base

Telepass, which runs electronic tolling for over 10 million customers in Italy and other European countries, got about two million phone inquiries and 900,000 chats a year with only 300 to 400 contact center staff. Its old bot followed fixed paths and passed more than half of chats to people, and help stopped at 7 p.m. The company connected its existing knowledge base to an Agentforce agent that answers in the customer's language inside the self service portal, hands harder cases to a rep with context and sends after hours escalations to a callback form. Telepass says the agent now resolves about 87% of inquiries across 40,000 weekly conversations, and a separate rep assistant halved call handling time.