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English description:
E.ON Sweden offers residential customers in Sweden electricity, natural gas and district heating. They get lots of questions from customers and in order to reduce the frequently asked questions to E.ON´s customer service, they implemented the Interactive Assistant Elin on their Website. She answers questions about E.ON´s products and services 24 hours a day.
Swedish description:
Välkommen till E.ON
Additional comments by developer Artificial Solutions: The VCA was deactivated as contract with E-ON was ended. ** E-ON is the largest privately owned power supplier in Europe. E-ON Sverige offers residential customers in Sweden electricity, natural gas and district heating. The client required: Many customers and potential customers contact E-ON every year. Many of all those who are calling E-ON have access to Internet or are visiting the Website during the call. About half of the questions are of frequently asked questions character. The client wanted to reduce the frequently asked questions to E-ON´s customer service. EON also wanted Elin to help reduce the need for overtime or extra capacity bought from external call centers. How we made it: Elin works by creating a natural language environment on E-ON´s website where website visitors can ask questions about E-ON products and services and in turn receive a user-friendly, plain Swedish reply from Elin in real-time. Elin can also prompt the user during a dialog in order to arrive at a more precise answer, similar to the kind of exchange you would experience during a dialog with E-ON call center staff. Result: An expansion generates new volumes of work that is managed by the Interactive Assistant instead of customer service staff. Elin provides improved customer experience with increased availability 24/7. She makes it easier for customer service by allowing the staff to focus on more specific customer questions and she strengthens E.ON´s brand identity and helps create a homogeny and clear image toward E-ON's customers. |