Case Study
Global Telco Leader
Agentforce for elevated customer experience and service
At a glance
Leveraging Agentforce we enhanced customer UX and service experience for this global telco client.
Services
The Challenge
The client was struggling to provide quick resolutions to customer queries and wanted to build a more intuitive, comprehensive knowledge base for customer servicing. The client sought out a partnership with Infosys and Simplus to enhance its customer service experience with Agentic AI and enable reps to leverage Agents for more efficient operations.
About Global Telco Leader
The client is a technology leader working in the communications industry to connect agencies and enterprises with top-tier wireless solutions.
Industry: Telecommunications
The Outcome
After working with the global Infosys Salesforce Practice, the client now has a digital assistant for customer query messaging and a Knowledge Agent to resolve custom customer problems, powered by Agentic AI. This has led to tremendous gains for the business’ efficiency and customer satisfaction, including:
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