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How CSL Used Agentforce to Migrate Hundreds of Thousands of Mobile Customers Live in 5 Weeks
Cloud Science Labs implemented Agentforce, Communications Cloud, Data 360, and MuleSoft for a leading telecommunications provider.
About The Project:
Cloud Science Labs deployed Agentforce, Communications Cloud, Data 360 & MuleSoft for a telecommunications provider (formerly a telecommunications provider). The outcome Hundreds of thousands of A telecommunications provider customers successfully migrated to new prepaid plans through a fully touchless, AI-powered self-service process. The solution was live within 5 weeks among the fastest Agentforce implementations in the telecommunications sector.
Industry:
Telecommunications
Project:
Agentforce Powered Transformation for Telecommunications
About the Client:
A telecommunications provider (formerly a telecommunications provider).
The Challenge
A telecommunications provider (formerly a telecommunications provider) needed to migrate hundreds of thousands of prepaid mobile customers to new plans a process that would traditionally require extensive human-assisted outreach and service centre support. The migration involved complex plan comparisons, personalised recommendations based on usage history, and customer confirmation all of which would be operationally impossible to execute at scale through human-only channels within the required timeframe.
The Agentforce Solution
Cloud Science Labs (CSL) designed and delivered the Agentforce solution:
Agentforce was deployed as a self-service plan migration agent, guiding customers through the full prepaid plan selection and migration process comparing plans, making personalised recommendations based on usage data from Data 360, and processing plan changes end-to-end without any human involvement. The entire solution was built and deployed in just 5 weeks, with real-time data access enabling accurate, personalised recommendations during every conversation.
Technology used: Agentforce, Communications Cloud, Data 360 & MuleSoft.
The Result
Hundreds of thousands of A telecommunications provider customers successfully migrated to new prepaid plans through a fully touchless, AI-powered self-service process.
The solution was live within 5 weeks among the fastest Agentforce implementations in the telecommunications sector.
Real-time plan and usage data access during conversations was critical to driving customer trust and completion rates.
Quick Answers
Can Agentforce work for a telecommunications business? Yes. CSL deployed Agentforce, Communications Cloud, Data 360 & MuleSoft for a telecommunications provider (formerly a telecommunications provider).
What results can Agentforce realistically deliver? Hundreds of thousands of A telecommunications provider customers successfully migrated to new prepaid plans through a fully touchless, AI-powered self-service process.
Which Salesforce technologies does this solution use? Agentforce, Communications Cloud, Data 360 & MuleSoft.
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