Telepass keeps Europe moving with Agentforce resolving 87% of FAQs.

As demand for Telepass’ mobility services grew, they needed a system that could scale customer support.

Anyone who has driven on an Italian motorway knows Telepass. Their flagship on board unit – an electronic device placed inside a vehicle – and mobile app securely process 1.4 billion cashless toll, parking, and ferry transactions every year, with their services supporting more than 10 million customers across trucking fleets, enterprises, and everyday drivers. 

With Europe’s population growth and urban sprawl driving longer commutes and more vehicle ownership, demand across the mobility industry is rising. Telepass has innovated rapidly to keep pace, now offering a mix of subscription, one-time-purchase, and pay-as-you-go models. Today, Telepass manages approximately 75% of motorway toll transactions and more than 20 integrated mobility services in Italy, while also operating electronic tolling services across 18 European countries. However, this expansion brought increasing technology complexity behind the scenes. 

Their data was sprawled across legacy on-premises servers, 62 external databases, a homebuilt merchant app, and billions of lines of unstructured data in Google Cloud Platform. This made it difficult to pull the right insights at the right time, which slowed internal teams and limited how quickly customers could get answers.

“We receive 2 million customer inquiries a year just on the phone,” said Marco Gaeta, Chief Information Technology Officer. “900,000 more inquiries come in via chat. Depending on the season, we only have 300 to 400 contact center employees to handle them all.” 

Many inquiries were simple and repeatable, like, “How do I add a license plate to my account?” or “When will my ferry passes arrive?” Yet their existing chatbot could only follow preset paths, transferring over 50% of incoming inquiries to a service rep. And with limited service hours from 8 a.m. to 7 p.m., evening travelers had to wait for help while messages stacked up overnight.

To stay agile and meet their goal of 10% annual growth, Telepass needed a more automated, always-on customer support strategy — one that helped them answer questions instantly, unify data, and scale with their growing mobility network.

Agentforce provides on-demand answers any time of day, autonomously resolving 87% of incoming inquiries.

Telepass deployed Agentforce, AI agents powered by the Agentforce 360 Platform, to help travelers and commuters connect with the company on demand. Agentforce 360 Platform now autonomously answers everyday customer questions like how to retrieve a bill, sign a vehicle agreement, check owner status, or add a license plate to their pass.

For example, if a customer wants to know how to change their payment method, they can sign in to Telepass’ self-service portal, which is built on Agentforce Communications, and start a chat in their preferred language. Using retrieval-augmented generation through Data 360, Agentforce 360 Platform finds the contextually relevant information from Telepass’ extensive knowledge base stored in Agentforce Service. In seconds, Agentforce replies in the chat with the details, policies, or step-by-step guidance the customer needs —  presented conversationally, and aligned with Telepass’ brand voice.

Because of the deeply unified Agentforce 360 Platform, the Telepass team could move quickly with existing Salesforce data — without rebuilding resources. “Getting started with Agentforce was easy. I didn’t have to write anything new,” Gaeta said. “We already had documentation and an organized knowledge base. It connected right to Agentforce.”

If a question requires human support — for example, to help troubleshoot a device — Agentforce seamlessly escalates the conversation to a live rep with full context so the customer doesn’t have to start over. Working with Salesforce Professional Services, Telepass also added a Flow to route off-hours escalations to a callback form rather than leaving the customer in a queue. Before the chat ends, Agentforce offers a short survey to capture customer feedback and satisfaction. Telepass is using this data to inform a roadmap for future Agentforce deployments.

Making over 1.4 million LLM calls per month to reason and take action, Agentforce now autonomously resolves approximately 87% of incoming customer inquiries. By serving as the first line of support, it’s helping customers get the answers they need faster and giving service reps more time to help with complex needs. Soon, their live FAQ agent will not only provide guidance but also execute transactions, like updating license plates or payment information, and modifying customer details. And in the future, Telepass plans to extend Agentforce from chat to voice, paving the way for fully digital, end-to-end customer conversations.

Building on the success of their FAQ agent, Telepass deployed a second Agentforce use case to support employees. This internal AI agent gives service reps instant access to company policies, product SKU details, offers, and real-time guidance during customer calls — and has already contributed to a 50% reduction in average call handle time.

Unified data with Data 360 and MuleSoft reduces handoffs, accelerates resolution, and establishes a foundation for Agentic AI. 

Data 360 is anchoring Telepass’ CRM transformation across humans and agents, whether they’re answering a customer question about a parking payment or researching a specific device error. By harmonizing knowledge articles from Agentforce Service and indexing the content, Data 360 grounds Agentforce’s reasoning across use cases and provides employees with a single source of truth. This shared knowledge helps reduce back-and-forth between customers and reps, speeds up resolutions, and ensures Telepass’ entire workforce — digital and human — are working from the same information.

Telepass is already planning the next phase, which includes expanding Data 360 into a multi-source architecture that shares knowledge across every department. This will help unify their entire mobility ecosystem, from insurance and parking payments to vehicle reservations, passes, and travel expenses. 

Within Agentforce Communications MuleSoft serves as the key enabler in the background. By integrating and orchestrating Telepass’ previously siloed tolling and logistics platforms and B2B partner data — including billing data from SAP — directly into Agentforce Communications via API, MuleSoft brings vital information into the flow of work. Teams can now access real-time SAP data where and when they need it, which leads to faster resolutions and a more seamless experience for Telepass employees and customers alike.

Agentforce 360 unites data from sales, service, and marketing into a single enterprise CRM.

Telepass is leading an enterprisewide technology transformation powered by Agentforce 360, the complete portfolio of Salesforce solutions. By bringing their apps, data, and AI agents together on a unified CRM, Telepass has given their teams the same view of customers and the same place to collaborate on accounts. 

Within Agentforce Communications, sales and service operate as one connected system. Sellers track every transaction at the point of sale, from payment devices and fuel purchases to car insurance and even car and bike rentals. It’s also where they manage business opportunities — with most closing in a single day. 

On the service side, Agentforce Communications also powers both Telepass’ contact center and their partner and customer communities: 

• Partner Community is part of the physical stores division, where retail partners sell Telepass devices. “It used to take three months for a new partner to onboard and start selling Telepass devices in their stores,” said Gaeta. “Now that our Partner Community is powered by Salesforce, onboarding time is one to two weeks.” Partners can track onboarding tasks, submit questions, access training, and start selling faster, all through a self-service portal that updates instantly. 
• Customer Community gives individual and business customers the same simplicity. Within their personalized portal, customers manage their account, purchase passes and services, and handle quick tasks like ordering a meal for their next train ride.

Agentforce Marketing closes the loop by automatically sending transactional confirmations when customers take action – like updating a password – and promotional updates and announcements about new services. Because everything is connected, marketing messages reflect real customer activity and stay consistent with what sales and service teams see.Next on Telepass’ Agentforce 360 roadmap: Replacing their legacy coding engine with Agentforce Vibes. “Our next big innovation will be built with Vibes,” declared Gaeta. Vibe coding will give Telepass the tools to get to market faster, deliver hyperpersonalized service, and confidently grow their mobility ecosystem.

“We started a transformation program to simplify our technology landscape and architecture. Our objective is to be faster, so we can have a very short time to market,” said Gaeta. Telepass’ guiding principle, adopt instead of adapt, shapes every technology decision. They strategically invest in solutions that fit with their existing systems, rather than forcing customizations that can slow development and increase maintenance costs – and Agentforce 360 Platform fits perfectly with this approach. 

Using low- and no-code tools in Agentforce Builder, Telepass could assemble their first FAQ agent almost completely out-of-the-box. “Why would I customize? Salesforce is the leader of customer care. So, I’m going to learn from Salesforce — I don’t need to reinvent what you’ve already created,” Gaeta said. 

The team had Agentforce 360 Platform up and running in six weeks, and within 10 weeks they were already seeing ROI. Testing was largely automated, with 70% conducted in the Agentforce Testing Center, and it revealed no updates were needed because Agentforce’s reasoning worked as expected — giving Telepass confidence to deploy quickly and efficiently.

Because deployment was so straightforward, Telepass is already scaling volume and expanding use cases. For example, Agentforce 360 Platform will soon turn simple email notifications into two-way conversations, enabling customers to reply to questions, request details, or get immediate assistance that guides them toward the next step. 

Another space Salesforce stood out was security. Operating across Europe in the mobility sector also comes with strict regulations on emissions, vehicle weights, and tolling rules. Even one AI hallucination could result in heavy fines or reputational damage. Agentforce 360 Platform, with built-in frameworks for security and compliance, allowed Telepass to move quickly without compromising accuracy, helping the company stay ahead of regulatory requirements while continuing to innovate.

By focusing on solutions that integrate smoothly with existing systems, Telepass is accelerating deployments and shortening time to market. This approach builds sustainable growth and shows that transformation can be both fast and secure in a highly regulated industry.