The French operator is deployed in the agentics. Objective displayed by the group: assist the advisers of its customer relations centers in their daily work.
The Salesforce World Tour Paris 2025 (which is held this May 22) is an opportunity as every year for Salesforce to highlight its references. For this new edition is among them Bouygues Telecom. The operator has used the publisher’s Cloud Service Customer Service Management offer since 2025. Project code name: BE360+. As indicated, the solution aims to provide a 360 ° view of customers. Since last January, Bouygues Telecom has grafted AgentForce, the agentic platform of the American company. Objective displayed: implement a strategy of advisor increased by developing ad hoc agents carved to support its support centers. It is obviously this new feature that has been highlighted.
Implemented in the first quarter of 2025, the first agent -based agent on agentforce deployed by Bouygues Telecom allows you to revise SMS and emails sent to customers at the end of telephone calls with advisers. Personalized messages that aim to confirm what has been said during interviews. “The agent verifies that the content is in accordance with our relational posture, and if applicable offers terms, expressions or corrective sentences,” explains Alain Angerame, director of customer relations and collaborating experience at Bouygues Telecom.
Originally drawn into a first corpus of messages, the agent improves his training as you capitalize on the 5,000 emails and 10,000 SMS sent each day by the operator support centers.
A summary of customer interactions
Another restful agent also on AgentForce summarizes the customer interactions that have passed through instant messaging. “This synthesis is made for all discussions, which allows advisers to benefit from a global point of view on relational history”, specifies Alain Angerame.
“We have noticed an improvement in exchanges in qualitative terms”
After a test involving around thirty employees, the first two agents deployed are now used by 6,000 advisers. “The first assessment is positive. We have noticed an improvement in exchanges in qualitative terms”, summarizes Alain Angerame.
For the rest, Bouygues Telecom is deploying an agent to assist his advisers in the management of customer requests. An application is currently being tested. Quite conventionally, the agent in question questions the group’s knowledge base. “It makes it possible to answer sharp questions. He can for example indicate what is the price of calls to this or that country for a given forfaire,” explains Alain Angerame. To allow the agent to operate, Bouygues Telecom had to rewrite part of his knowledge base to make it unmanageable by the generative AI of Salesforce.
90% positive results
What about the first kpi of this test? “The generative AI is answering for the moment to 90% of the questions. This result has not been immediate. It required a work of fine tuning. We were still 70% positive responses two months ago,” admits Alain Angerame. “We target an indicator of at least 95% before launching a large -scale deployment. It is indeed essential that customer advisers have confidence in the solutions made available to them.”
By the end of the year, Bouygues Telecom also intends to extend AgentForce to its telephone system. “We will migrate it to cloud technologies. This will allow us to deploy an agent capable of making a real -time transcription of the 20 million calls we receive each year,” says Alain Angerame. “From the transcriptions thus carried out, the agent will be able to automatically go up the answers to the problems mentioned by customers by going to draw directly from the knowledge base.” Like previous projects, the objective is to quickly pass the project on a scale by deploying it to several thousand advisers.
