Key results
The company
ENGIE
engie.comGlobal energy utility providing renewable power, natural gas, and infrastructure services.
Result highlights
- 1,500+ daily conversations handled by AI
- 83% accuracy in AI responses
- 71% autonomous case resolution
- 3x higher email click-through rate
The story
A European energy infrastructure leader covers the entire value chain from production to sales with $12 billion in annual investments toward carbon neutrality.
Customer inquiries shifted from simple supply questions to complex topics like flexible contracts and EV charging, creating a volume of routine requests that overwhelmed support teams. This prevented agents from focusing on high-value issues while customers demanded instant answers tailored to their specific households.
The company deployed Agentforce agents across its mobile app and onboarding emails to handle FAQs and service activations autonomously. These agents connect to a custom vector knowledge base and integrate with SAP via API to execute tasks like enabling smart charging without human intervention. Complex queries automatically route to live representatives in Service Cloud with full conversation context preserved.
Scope & timeline
- Deployment time reduced from 9 months to weeks
Quotes
“A customer’s needs today are far more advanced than they were just 10 years ago. When autonomous AI exploded, our customers started to expect the same level of capability in the solutions we provide. We had to accelerate our AI journey to make it truly conversational.”
Implementation partner
Capgemini
capgemini.comLaunched a proof of concept for Agentforce and delivered improvements using an agile approach.