Executive summary
Bouygues Telecom is one of France's top telecom providers, serving millions of customers in a market defined by rising expectations and shrinking margins. Service is the differentiator. To stand out, they're putting AI in the hands of every employee who interacts with a customer.
Bouygues Telecom built agentic service agent Iris with Agentforce to help 6,000 contact center reps deliver accurate answers in 30 seconds — answers customers once waited minutes to receive. With CRM, case history, and third-party data unified in Data 360, Agentforce also surfaces pre-call context and drafts follow-ups for every customer interaction.
Next, Bouygues Telecom is extending that same capability to 10,000 field technicians. Agentic guidance before, during, and after each job is designed to unlock 10,000 more service appointments per day without growing the workforce. The result will be faster, more reliable service that keeps customers connected when it matters most.
The results
95
%
accuracy rate for Agentforce’s answers
90
%
of service reps rate AI agent Iris 4 or 5 stars
500
retail stores, every associate equipped with Iris
10,000
Agentforce-drafted texts sent daily
More Bouygues Telecom use cases
Answers in seconds with agentic service
Powered by Data 360, Agentforce turns more than 500 articles and live service data into precise, tailored answers for service reps and in-store associates.
Agentic service before, during, and after every call
Agentforce generates pre-call summaries and drafts post-call follow-up, so every rep delivers the same quality across every interaction.
Building toward more capacity with agentic field service
Agentforce Field Service and Operations will give 10,000 technicians the context to arrive prepared, resolve issues faster, and complete more jobs per day.
About the company
Bouygues Telecom is one of France's top three telecom providers, serving millions of customers with mobile, fiber, and TV services since 1994.
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