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Case Study

Fortune 100 Energy Provider’s CX Revolutionized with Chatbot AI

Sofbang 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

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 Exelon’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