Fortune 500 Manufacturer
Fortune 100 Energy Provider's CX Revolutionized with Chatbot AI
INDUSTRY
Energy and Utilities
CLIENT
Fortune 100 Energy Provider
Overview
A Fortune 100 energy company found it increasingly challenging to manage the sheer volume of incoming customer service and account related tickets. Seeking to create a responsive AI powered way for customers to interact with their utility provider, the customer contacted rSTAR.
In this case study, we'll reveal how rSTAR helped this Fortune 100 company:
Accelerate customer support through an omnichannel AI chatbot
Increase customer satisfaction through responsiveness and self service experience
Reduce wait time and improved customer experience
Create a personalized feeling service using AI
Integrate the new chatbot into the company's existing service framework
The Fortune 100 Energy Provider Enabled AI Self Service, Deflecting Calls & Boosting CSAT
Challenges
Maintaining satisfaction across a massive customer base
Sorting, deflecting, and triaging different kinds of service calls
Improving CSAT without raising cost
Goals
Accelerate customer support while reducing call volume
Increase customer satisfaction through responsiveness and self service
Reduce time per ticket
Results
Reduced call volume by 18% via self service
Improved customer satisfaction ratings for support interactions by 10%
Eliminated hold times for outage reports & updates by 100%
Provided customers with a responsive self service experience
Created an automated pipeline between customer needs on the utility's website, other chatbot platforms, and the Oracle Service Platform
What the Customer Says
"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
"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 lowered costs overall."
Fortune 100 Utility Chief Transformation Officer
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