Engie deployed Agentforce, an AI voice assistant, to help technicians diagnose problems and handle customer calls in real time. One Agentforce agent resolves over 70% of customer inquiries about energy bills, freeing up staff to focus on complex work.
We need to take significant action on the way we consume and produce energy.
Engie is a very big energy company.
We work with industry players, with facilities, with public authorities to help them reduce energy needs.
Expectations of our clients are evolving. We cannot operate like we did even 5 years ago.
We need to innovate in the way we provide our services to our clients. We have more work to do than we have resources at our hand.
So we need all the help we can get to increase our productivity. And that's the reason why we decided to work with Salesforce.
Oui, bonjour. Customers rely on us to anticipate and be proactive in terms of service.
Our objective is to increase the efficiency of our workforce. To reimagine the daily activities of our technicians. To help our technicians to be much more efficient.
And it starts with data.
We have deployed Data360.
It's essential to have this knowledge of our customers.
To achieve operational excellence. And for that, we need artificial intelligence. With Agentforce, we'll have a new level of productivity.
So using Agent Force Voice will be a game changer.
Agent Force, give me more information about the job.
The subject of this order is an energy performance problem, more precisely.
So it's not only, you know, bringing a tool to the technicians, but it's also changing the way we operate.
To have someone that can help you to work, you know, quicker and to be more accurate and more reactive. So Agent Force, could you please begin the test?
Beginning diagnostic testing of the PPE. Now with Agent Force, the technician will be able just to verbally summarize what happened.
I was able to reconfigure the heating system. This is not an incremental change. This is our ability to have a big dream.
All across Engie, there are other agents answering calls from our clients, giving them information on their energy bill. In those types of usage, Agent Force is handling more than 70% of the cases and with great response from our clients. So it's really a 360 approach, that's, that's quite exciting.
With Salesforce, we are moving from a company managing energy to a company transforming the energy system.
