The leading Italian Tour Operator Boscolo Tours has extensive experience in the organisation of guided group travel.
With an eye to innovating its service and improving interaction with customers, the Group has undertaken the Salesforce Agentforce project with the support of Atlantic Technologies, leveraging the potential of generative artificial intelligence. Find out how Agentforce is used to transform the management of requests and customer service.
The Salesforce Agentforce project for Boscolo Tours: a new customer service approach
The project for Boscolo Tours, which has been working with Atlantic and Salesforce since 2023, was inspired by a desire to harness the potential of generative AI to enhance service team operations.
Boscolo was managing a high volume of enquiries from different channels – websites, emails and social media, including requests for information on travel, details on packages and questions about booking terms and conditions.
The implementation of Agentforce marked a turning point: Boscolo’s customer service has been overhauled to enable seamless and smarter request management, improving the experience for operators and travellers alike.
Agentforce supports Boscolo operators in their everyday activity and also makes the request management process faster and more efficient. Agentforce processes requests and proposes pertinent answers, which are then validated and personalised by customer service operators before sending. This guarantees prompt and accurate responses, while also minimising manual intervention.
Data Cloud integration enables Agentforce to access data from internal and external sources, enriching replies and boosting highly personalised customer interaction.
If no answer is found to a request, Agentforce suggests editing a new item. Artificial intelligence proposes a title in the form of a question and relevant content, thus continuously enriching the Boscolo knowledge base. This process makes the entire system more streamlined and reactive, continuously improving provided service quality.
With Agentforce, Boscolo now has a digital colleague that is on call 24/7, always ready to prepare replies for Customer Service operators. This technology is optimising the activity of operators, who can now focus on higher value and impact interactions.
The project was implemented in just 30 days and went live in February 2025.
The role of Atlantic Technologies in the Boscolo Tours pathway with Agentforce
The implementation of Salesforce Agentforce at Boscolo transcends the adoption of new technologies: it is part of a strategic pathway guided by the expertise of the project’s team. We supported Boscolo in identifying the most suitable solution, not only ensuring the technology responded to a concrete requirement, but also generated a tangible and effective impact on business processes.
Our AI Centre of Excellence and the solid competencies of our experts ensure we accompany companies along the entire implementation pathway, from the development of strategic roadmaps to a personalised, scalable and sustainable solution. The success of an AI project strongly ties in with effective data management and a well-defined adoption strategy. Delivery speed is a crucial aspect of this strategy and a distinguishing element of the Atlantic modus operandi. Rapid solution provision enables companies to obtain value in a short time.
The quality and preparation of data play a key role in the field of effective data management. The integration of heterogeneous sources and the combined use of real and synthetic data enable to build more accurate and reliable models. Adopting an iterative process also enables companies to test, validate and progressively optimise AI solutions, reducing risk and maximising value.
Bringing AI into a company is so much more than a technological change: it marks an organisational and cultural transformation. This is why investing in training and the continuous improvement of employees’ skills is crucial for ensuring effective adoption and impact that stands the test of time.
Contact us to find out how we can help you to bring value with AI or how to strategically adopt these new technologies.
