How DIRECTV went from ideation to Agentforce launch in 10 weeks.
Explore four strategies that helped them build an accurate and secure AI agent for their service teams.
Executive summary
As DIRECTV expands beyond their satellite roots with new streaming and internet offerings, they recognized an opportunity to elevate their customer experiences for every type of viewer. In the contact center, billing inquiries — though routine — stood out as an opportunity to raise the bar. For every customer call, reps toggled between multiple billing systems to compare information and manually calculate differences, driving up average handling time and support costs.
To modernize their service experience and deliver faster, more personalized support, DIRECTV turned to Agentforce, AI agents powered by the Agentforce 360 Platform. The DIRECTV Agentforce Virtual Expert (DAVE) helps reps answer billing questions, explain service changes, and summarize calls automatically. By pulling context from multiple systems — including account data, knowledge articles, and in-house billing systems — DAVE delivers fast, accurate answers and flags key details like promotional credits or late fees, giving reps everything they need to resolve issues efficiently.
Tips for Success
See what DIRECTV learned from their Agentforce implementation.
We have first-party data from our legacy CRM and billing systems. We have troubleshooting and diagnostic data, and hundreds of pages of documentation. All of that is crucial when our service reps are talking to customers. We had to make sure every piece of that data was exposed to Agentforce.
Dipanjan DasSenior Director of Technology and Operations, DIRECTV
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Customer Story
DIRECTV’s reps get customers back to watching faster with Agentforce 360.
AI agents and unified data make it easy for support reps to answer complex billing questions.
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