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How CSL Used Agentforce to Autonomously Resolve 87% of Inquiries for Europe's Leading Mobility Platform

Cloud Science Labs reimagined mobility experiences with Agentforce, Data 360, Communications Cloud, MuleSoft, Service Cloud, Sales Cloud, and Marketing Cloud.

About The Project:

Cloud Science Labs deployed Agentforce, Data 360, Communications Cloud, MuleSoft, Service Cloud, Sales Cloud & Marketing Cloud for a European mobility platform. The outcome Agentforce autonomously resolves 87% of all customer inquiries without human intervention. Call handling times have been cut by 50% for the cases that do reach human agents.

Industry:

Transportation Mobility

Project:

Agentforce Powered Transformation for Transportation

About the Client:

A European mobility platform.

The Challenge


A European mobility platform is Europe's leading mobility platform, serving millions of customers across toll roads, parking, fuel, and transport services. The company's contact centre was under intense pressure from millions of high-volume, repetitive customer inquiries from account balance questions to service eligibility checks. Serving customers 24/7 across multiple languages and countries while maintaining quality and consistency was beyond the capacity of human-only teams.

The Agentforce Solution


Cloud Science Labs (CSL) designed and delivered the Agentforce solution:

Agentforce was deployed to handle customer inquiries across all of the client's mobility services tapping Data 360 for real-time customer context and delivering instant, accurate answers at scale. The platform handles 40,000 conversations per week and processes 1.4 million LLM calls per month. MuleSoft connects Agentforce to the client's back-end mobility systems, enabling agents to take action not just answer questions. Communications Cloud unifies the multi-country, multilingual support experience.


Technology used: Agentforce, Data 360, Communications Cloud, MuleSoft, Service Cloud, Sales Cloud & Marketing Cloud

The Result


  • Agentforce autonomously resolves 87% of all customer inquiries without human intervention.

  • Call handling times have been cut by 50% for the cases that do reach human agents.

  • The platform manages 40,000 conversations per week and 1.4 million LLM calls per month delivering consistent, high-quality support across all of the client's European markets.


Quick Answers


  1. Can Agentforce work for a transportation business? Yes. CSL deployed Agentforce, Data 360, Communications Cloud, MuleSoft, Service Cloud, Sales Cloud & Marketing Cloud for a European mobility platform.


  2. What results can Agentforce realistically deliver? Agentforce autonomously resolves 87% of all customer inquiries without human intervention.


  3. Which Salesforce technologies does this solution use? Agentforce, Data 360, Communications Cloud, MuleSoft, Service Cloud, Sales Cloud & Marketing Cloud.

Ready to Do the Same?

If this challenge sounds familiar in your business, Cloud Science Labs can help you achieve similar results with Agentforce. Book a free Agentforce assessment digital@cloudsciencelabs.com

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