23rd of November 2023
In a blink, the biggest energy company in Denmark, Andel Energi, transforms their customer service with a rapid Chatbot integration, addressing the urgent need for assistance to handle thousands of inquiries from their 1 million households.
“Human resources should prioritize tasks that enhance the customer experience and create true value, leaving routine tasks like providing invoice information to the Chatbot.”
The unexpected crisis – and solution!
Biggest energy company in Denmark
78,2% Chatbot Automation
4-week implementation
Chatbot and SupChat (live chat) implementation
Next steps: SupSearch & Internal Chatbot
When the energy crisis was peaking, Andel Energi (Eng.: Andel Energy) experienced 4.500 calls per hour from frustrated customers, who needed assistance with their energy situation due to increased prices affecting the average citizen’s budget. Overwhelmed by the volume of calls, the 120 agents struggled – most of them were swiftly brought on board as Andel Energi speeded up the hiring process to meet the overwhelming demand.
The Energy Crisis:
From the end of 2021 until now, energy prices have just continued to rise, and citizens and businesses can now feel the consequences of the ongoing energy crisis.The continued price increases are due to a combination of unpredictable weather, the shutdown of nuclear power plants, slow adoption of solar and wind energy, and a lack of Russian gas due to the war in Ukraine.
But more than a high volume of calls, Andel Energi also had a backlog of 70.000 emails from customers who needed assistance – it was, to say the least, hard to keep up.
A strategic solution emerged: Energitte came to the rescue! Marthine, Performance and Project Manager at Andel Energi, who has overseen implementing Digital Solutions, is very impressed with the rapid implementation process:
“Within 4 weeks our Chatbot, Energitte, was ready to be released and help agents with the massive load of inquiries!”
- Marthine D., Performance and Project Manager at Andel Energi
During this period, Energitte was trained on 2.000 emails from customers, making sure that she addressed current customer issues, handling 78,2% of all incoming chats!
Security as a top priority
Marthine was surprised by the fast implementation especially considering many risk evaluations and security checks, including data and GDPR compliance:
“Security weighs significantly for us at Andel Energi, and due to SupWiz’s principles on data ethics and offering an EU-based and owned cloud solution, they meet our high security standards.”
— Marthine D., Performance and Project Manager at Andel Energi
A reliable AI chat not only simplifies customer interactions – it also ensures that data remains safe. At SupWiz, we acknowledge the concerns about data use, as well as AI and therefore we are committed to accommodating our customers, e.g., Andel Energi’s demand for improved customer experience and safe data use/handling in a Chatbot.
Customer Conversations Decoded
Andel Energi uses SupWiz statistics tool almost every day to delve into inquiries extracting valuable data from Energitte:
“We can see a big difference in the inquiries depending on what day or month it is, and SupWiz statistical tools helps us uncover when inquiries are about e.g., Electricity or heat, which is popular during autumn and not summer holidays.”
- Marthine D., Performance and Project Manager at Andel Energi
SupWiz statistical tool helps with aligning services and resources with seasonal peaks by uncovering trends and giving insights that can inform and strengthen development - sustaining customer satisfaction.
Ongoing Care and Future AI Steps
In addition to working on expanding and enhancing the Chatbot, two digital consultants from Andel Energi also actively work on/engage in future AI implementations. In a short while, Andel Energi revolutionizes employees’ access to knowledge with the powerful internal Chatbot and Energitte’s little brother: Energilbert.
Energilbert is the gateway to all knowledge sources, due to SupSearch (SupWiz AI Search Engine) embedded in the chat. Employees can therefore effortlessly access information, which not only streamlines communication but also empowers Andel Energi by boosting employee productivity.
Marie Bjerre
Danish Minister of Digitalisation
“At SupWiz, data ethics and security are always the top priorities. We have recently become one of three companies nominated for the Data Ethics Award, presented by the Danish Minister of Digitalisation. We are pleased to be acknowledged for our work, both by our customers and through awards.”
About Andel Energi
Andel Energi provides electricity, natural gas, and energy consulting to over 1.2 million residential and business customers. As Denmark's largest energy company, they bear a significant responsibility for driving the green transition forward.
Andel Energi is part of the Andel Group, a leading energy and fiber network conglomerate, and a cooperative. Andel strives for a green future for all by providing vital infrastructure, renewable energy, and innovative energy solutions. For the Andel Group, energy is more than just a delivery; it's a responsibility when they:
Develop smart everyday solutions to help cooperative members and customers manage energy consumption flexibly.
Offer and deploy fiber networks, ensuring high-speed internet.
Supply electricity to over 200,000 households from the conglomerate's offshore wind turbines at Rødsand.
Invest in green transition to store renewable energy and develop energy islands.
Make electric vehicle usage easy by expanding the charging infrastructure."
About SupWiz
SupWiz is an award-winning SaaS, delivering next-generation AI solutions to improve end-user service and support processes. Our omnichannel and modular solutions include chatbots, voicebots, emailbots, ticket classification & routing, real-time AI assistance for agents, knowledge search engine, and more.
The solutions enhance existing support systems such as Zendesk, ServiceNow, TopDesk, Puzzel, and many more, improving end-user and agent satisfaction and increasing efficiency. Thousands of agents across different industries use SupWiz' AI solutions, benefiting millions of end-users in multiple languages. Our customers include several large public institutions (e.g. Tax Authorities, Hospitals, Governmental units) and private organizations like DSV, NNIT, One.com, TV 2, and many more.
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