# How Engie uses Agentforce

**71%** autonomous case resolution

As published on [salesforce.com](https://www.salesforce.com/customer-stories/engie/). Captured by usedby on 2026-11-14.

- Company: [Engie](https://www.usedby.ai/companies/engie.md)
- Tool: [Agentforce](https://www.usedby.ai/tools/agentforce.md)
- Industry: [Energy, Utilities & Cleantech](https://www.usedby.ai/companies/industry/energy-utilities-cleantech.md)

## The use case: how Engie deploys Agentforce

ENGIE uses Agentforce in its mobile app in Belgium to answer customer questions about billing, energy usage, smart meters and EV charging, and to activate smart charging options. In Italy, it powers an embedded chat in a self-serve help portal that answers new customers' onboarding questions about their contracts.

Summary written by usedby from the source page, in English. The figures are those of Agentforce and Engie, not ours.

> Agentforce handles over 1,500 conversations daily, autonomously resolving 71% of cases while delivering consistent, unified messaging across every interaction with 83% accuracy.

- **1,500**: “Agentforce handles over 1,500 conversations daily”
- **83%**: “delivering consistent, unified messaging across every interaction with 83% accuracy”
- **4.5%**: “Welcome emails that include the Agentforce link achieve three times higher click-through rates, rising to 4.5%.”

> Agentforce lets us deliver a better customer experience by giving more personalized answers than we ever could before.
>
> Robbie Dugardijn, Chapter Lead, Salesforce, ENGIE Belgium

Source: [salesforce.com](https://www.salesforce.com/customer-stories/engie/), captured 2026-11-14.

## Other AI tools used by Engie

- [C3 AI](https://www.usedby.ai/tools/c3-ai.md) — Confirmed
- [HighRadius](https://www.usedby.ai/tools/highradius.md) — Observed

## Other companies using Agentforce

- [1-800Accountant](https://www.usedby.ai/companies/1-800accountant.md) — Confirmed
- [Accenture](https://www.usedby.ai/companies/accenture.md) — Confirmed
- [Aflac Japan](https://www.usedby.ai/companies/aflac-japan.md) — Confirmed
- [Bionic](https://www.usedby.ai/companies/bionic.md) — Confirmed
- [CVS Health](https://www.usedby.ai/companies/cvs-health.md) — Confirmed
- [Endress+Hauser](https://www.usedby.ai/companies/endress-hauser.md) — Confirmed

## What usedby checked

We compared the story with its live page on 2026-11-14.

- Checked: the figure 71% is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of Engie.
- Checked: Engie uses Agentforce. Confirmed line. Latest check across sources: 2026-11-14.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/engie-agentforce · How we check: https://www.usedby.ai/methodology