Fortune 100 Energy Provider’s CX Revolutionized with Chatbot AI
rSTAR recently helped a Fortune 100 energy company deploy a customer service chatbot on their website, deflecting 18% of incoming service calls without raising costs or sacrificing customer satisfaction.
In this case study, we’ll reveal:
- How we created personalized-feeling service using AI
- Which chatbot skills and use cases created the most value
- How we integrated the new chatbot into the existing service framework
Download Case Study
THE FORTUNE 100 ENERGY PROVIDER ENABLED
AI Self-Service, Deflecting Calls
& Boosting CSAT
Challenge
Deflecting as many calls as possible while providing responsive, consistent, high-quality service to a tech-savvy customer base without increasing overall support costs.
Solution
An omnichannel self-service chatbot deployed on Fortune 100 Energy Provider's website, across social media channels, SMS, and voice-based digital assistants (Alexa, Google Assistant, etc.)
Results
- Reduced support call volume 18% via self-service
- Improved measured customer satisfaction 10%
- Eliminated hold times for outage reports & updates 100%
TESTIMONIALS
What the Customer Says
This chatbot has been a major win for our customers as well as our support team. Getting the information you need has never been faster for customers, and we’re proud to say we now have a point of instantaneous service, and we’ve actually lowed costs overall."
Fortune 100 Utility Chief Transformation Officer
In the past, reporting a downed line or an outage required a phone call that, depending on call volume, could take several minutes to process. Now, customers can communicate service information to us through the chatbot with lightning-quick visibility on our end.”
Fortune 100 Utility Chief Transformation Officer