On the left of the image is a stat that reads, "6,000 contact center reps use Iris daily." On the right is a chat interaction on a smartphone between a user and Agentforce inquiring about the promotion on a new fiber plan. On the bottom right of the smartphone is an agent smiley emoji in between sparkles.

Bouygues Telecom delivers answers in seconds with agentic service

Powered by Data 360, Agentforce turns 500 articles and live service data into precise answers for service reps and in-store associates.

The results

95 %

accuracy rate for Agentforce’s answers

90 %

of service reps rate AI agent Iris 4 or 5 stars

6,000

contact center reps use Iris daily

500

retail stores, every associate equipped with Iris

High volumes and hard-to-find info

As one of France’s leading telecom providers, Bouygues Telecom delivers mobile, fiber, and TV services to millions of customers — making fast, accurate support essential. Their 6,000 service reps handle a high volume of billing questions and technical issues every day.

Finding answers wasn’t easy. Reps had to sift through more than 500 complex articles, sometimes skimming up to 12 pages to resolve a single inquiry and still risk getting it wrong. When answers weren’t clear, they turned to supervisors or colleagues, creating inconsistent answers across customers.

Bouygues Telecom saw an opportunity to help reps deliver faster, more accurate answers by streamlining how they find and access information.

Fast, accurate answers

To surface the right answer faster, Bouygues Telecom built Iris — an employee-facing agent powered by Agentforce. Iris is embedded directly in the Agentforce Service console reps already use, making it easy for them to use it during a call without switching screens.

For example, if a customer asks about promotions on a new fiber plan, the rep can start a chat with Iris. Instead of navigating articles, the rep types a question for Iris the same way they'd ask a colleague: "What's the promotion on a new fiber plan?"

Iris returns a summarized, accurate answer in seconds — a task that once took minutes of manual searching and cross-referencing.

Right content, data, and guardrails

Bouygues Telecom's knowledge base of more than 500 articles serves as Iris's single source of truth. The full set flowed into Data 360, where it became trusted context available wherever Iris runs. Update an article once, and the contact center, 500 retail stores, and online sales teams see the change together.

To personalize every answer, Iris draws on a unified customer profile. Records from SAP, Google Cloud Platform, and an on-premises data lake join that profile through zero-copy connections, refreshed in real time by APIs as service cases progress and field visits complete. That profile is how Iris factors a customer's plan, recent interactions, and any open service cases into every answer.

The most important guardrail is the human one. Reps stay in control the whole way — they ask the questions, decide what to do with Iris's answers, and handle what the customer hears. If an answer comes back off, the rep refines the question, asks again, and stays in the lead.

"What's really working is the collaboration between our technical teams at Bouygues Telecom and Salesforce's Forward-Deployed Engineers," said Simon Giraudy, Director of Customer Relations Tools & Automation, Bouygues Telecom. "We co-build the use cases — our expertise alongside theirs — and that's how we keep extending what Iris can do, and build faster."

A new bar for service

Before launching Iris, Bouygues Telecom set a high bar: it had to exceed a 90% accuracy rate — or outperform a supervisor — to earn a place in the contact center. Iris cleared it on day one, reaching 95% accuracy.

Adoption followed quickly. Today, 90% of the 6,000 service reps who use Iris rate it four or five stars — a clear signal of trust in the answers it delivers.

“Iris gives our reps what they need to deliver the kind of service that sets Bouygues Telecom apart. When reps have the right answer, fast, customers feel it. That’s how we win,” said Benoît Torloting, CEO, Bouygues Telecom.

What started in the contact center has expanded to 500 retail stores, putting the same fast, accurate answers in every associate's hands. With real-time voice assistance on the horizon, Iris isn’t just raising the bar. It’s redefining it.

Why Bouygues Telecom chose Salesforce

Accuracy reps could trust

Bouygues Telecom wouldn't deploy an agent that couldn't outperform a supervisor. That ruled out any solution that couldn't deliver accuracy at launch — not after a tuning period, not after a pilot. Salesforce was the only platform that could meet that bar from day one.

Salesforce Professional Services

Bouygues Telecom partnered with Salesforce Professional Services to transform their knowledge base into clear, structured, AI-ready content. Salesforce brought the expertise to systematically rewrite and standardize each article, ensuring Iris could deliver precise, trusted answers at scale.

Extensible platform

Because Bouygues Telecom already used Agentforce Service, it was easy to embed Iris into the service console — no new vendors or replatforming required. Salesforce’s extensible architecture lets them tap first- and third-party data and continuously add capabilities, unlocking more value from their existing infrastructure.