Case Study

Accelerating Chatbot Customer Service for Utility Providers

Sofbang specializes in helping utilities automate customer service using chatbots. By deploying our proprietary accelerators and customizing each bot based on company and customer needs, we help providers delight their customers while reducing costs overall.

In this case study, we’ll reveal how utilities can:

  • Create an omnichannel chatbot experience
  • Reduce customer service costs up to 30%
  • Increase CSAT 20-30%

Utility Providers Can Automate Customer Service Efficiently


  • Reduce customer service costs without sacrificing CSAT
  • Modernize CX in an increasingly competitive environment




  • An omnichannel chatbot support experience
  • Leverage AI-powered CX as a CSAT strategy


What the Customer Says

Even before COVID, customer service automation was a key strategic initiative for us because customers increasingly prefer that fast, satisfying, self-led experience. Now, with everything we’ve seen in 2020, we couldn’t be happier to have already invested in this technology. It’s saving our productivity day to day and improving satisfaction for our customers, with usage growing each month.”
Chief Transformation Officer, Fortune 500 Utility

The global market for chatbots has exploded to nearly $2 billion in 2020."
Forrester Report