2nd of May 2024
Andel Energi demonstrates how to start with AI projects that enable rapid validation of the business value delivered. Learn about their strategy here.
Industry: Utilities
1.2 million customers
Safe Use of GenAI
External Chatbot: solving 74% queries on its own
Internal Chatbot: 91% accuracy
SupSearch: within 1st month 200 knowledge articles handled
Future plans: Emailbot
Some organizations wonder if they are ready to implement AI, how and where to start. At a leading CX conference, Andel Energi showcased how they responded to a rapid increase in inquiries – handling 350.000 queries in a single month - by swiftly embracing AI. They've since expanded on this success, driving business value across different support channels.
Where and how should you get started?
Think Big. By establishing a digital team with clear goals, such as: enhancing customer satisfaction and streamlining operations, Andel Energi could effectively identify the right technologies, e.g. chatbots or speech analytics to achieve significant business value. The key is to align digital solutions with organizational goals and cultivate a culture of innovation and professionalism to drive successful AI implementations.
What is the approach?
Start small, not exactly a Rolls Royce, but focus on easy wins and prioritize efficiency. This means implementing solutions that can be quickly tested and validated. In turn, this allows organization to easily expand and scale these solutions.
Finding the Right Partner
Establish clear criteria for partners that align with your digital strategy. Andel Energi prioritized scalability, efficient collaborative workflows, intuitive and user-friendly solutions, cost-effectiveness, and seamless integration into digital ecosystems – which are all key benefits provided by using SupWiz AI!
The Results
Energilbert, the chatbot helping agents, boasts a 91% accuracy rate and 76% success rate in effectively resolving agents’ issues, streamlining employee workflows, and boosting productivity. This integration allows swift access to information, empowering staff to focus on complex tasks and improving overall user experience.
While Energitte, the AI helper who played a crucial role during the energy crisis and continues to power up, assists their 1.2 million customers today. With a 74% success rate in providing satisfactory solutions and a 75% accuracy rate in identifying customer queries, Energitte is not only improving customer interactions but also enhancing operational efficiency.
Future steps
The focus remains in digitalizing processes with the highest potential. Andel Energi is preparing to introduce SupWiz Emailbot to automate and streamline email responses. The Emailbot aims to reduce response times and empower customer service agents.
Key take aways
To sum it all up, see below the crucial aspects for successful digital transformation for Andel Energi:
- Prioritizing efficiency by digitizing the right processes.
- Cultivate new competencies when developing and maintaining digital solutions.
- Connect digital systems within a unified technical setup.
Gain inspiration and insights on Andel Energi’s successful implementation of GenAI from their presentation at Kundeservice & Kundeoplevelser (Eng.: Customer Service & Customer Experiences) here: PowerPoint-præsentation (peopleteam.dk)
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.
Do you also want to improve the service and support in your company?
Andel Energi & SupWiz Stories
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