Success Story
AI-Driven Case Resolution Transformation
Service
Sales Agentforce
From Manual Processing to Scalable Agentforce Automation Marketing
CUSTOMER CHALLENGE Axepta BNP Paribas manages a dynamic merchant portfolio, processing a vast number of terminal adjustments annually to align with evolving business needs and market conditions, all managed through timeconsuming manual steps spread across multiple systems. Each case required around 30 minutes of agent effort, leading to slow turnaround times, a higher risk of mistakes, and service teams spending most of their capacity on repetitive, low-value work rather than customer-focused activities.
About the Client: Axepta BNP Paribas Benelux is a Belgium-based subsidiary of BNP Paribas Fortis that offers electronic payment solutions (payment terminals, app-based solutions and associated payment acquiring services) to B2B customers.
Industry:
SOLUTION PROVIDED asUgo conducted an AI opportunity assessment and identified the AI case resolution assistant as the highestimpact candidate for the first implementation. The pilot's scope focused on cancellation handling requests and has been enhanced by predictive AI, generative AI and automations.
Financial, Banking
Headquarters: Brussels, Brussels-Capital Region, Belgium
Employees:
The pilot went successfully live in production, confirming the feasibility and immediate value of our AI-driven approach.
100-150 employees
The delivered solution included: An Agentforce-powered assistant capable of interpreting incoming requests, guiding the flow and preparing all required verification and cancellation steps. Integrated trust guardrails ensuring safe handling of off-topic inputs and alignment with business logic. Optimised orchestration of validations and cancellations across systems, significantly reducing the manual burden on agents. Clear KPI framework covering agent acceptance, accuracy, productivity and success rate.
PRODUCTS IMPLEMENTED:
Impact Achieved: >80% workload reduction on cancellation requests ~112 hours saved monthly, reinvested into retention and value-added activities +14,7% first-year ROI
Agentforce
Data 360