An energy firm's agent explains contracts to new customers
ENGIE's Agentforce agent handles 1,500+ conversations a day, autonomously resolving 71% of cases with 83% response accuracy. In Italy, a link in the welcome email opens a chat that answers questions like 'when does my contract start?' using the customer's own contract data.
- Agent or tool
- Agentforce (ENGIE)
- Topic
- Customer Support
- Reported on
- Case study (Salesforce)
- Added
- 2026-10-29
Why it matters
Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 21 sightings filed under Customer Support on Agent Sightings (number 8 by interest), and one of 1 involving Agentforce (ENGIE).
How you could try it
Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Agentforce (ENGIE) or any similar agent and adjust the details to your situation.
A new customer signed a contract. Using their contract record and our plan knowledge base, answer when it starts, their price type and when activation happens. Tell them if you do not know.
The prompt breaks down into 3 steps you can check as the agent works:
- A new customer signed a contract.
- Using their contract record and our plan knowledge base, answer when it starts, their price type and when activation happens.
- Tell them if you do not know.
Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.
Source
Read the original first-hand account on Case study (Salesforce): https://www.salesforce.com/customer-stories/engie/. Our summary is a paraphrase; details are in the source.
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