AI & the energy sector: how to support your customers 24/7
CUSTOMER
Levigas
CHANNEL
Web Widget
INDUSTRY
Energy
CHALLANGE
Starting point
Levigas, an Augusta Ratio Group’s company that operates in the energy sector, for the launch of its new website, wanted an innovative technology to interact directly with its users.
The challenge we at Indigo.ai were facing was to equip Levigas with an omni comprehensive tool: on one hand it would enable customers to find solutions to the most common support requests, on the other it would give potential customers a powerful channel to learn about the offered services independently and in no time.
"We had been looking for something like this for a long time and with Indigo.ai we found exactly the technological innovation we needed."
Paolo Erdas
Customer Service Manager at Levigas
SOLUTION
A virtual assistant to get to know users better
Indigo.ai built for Levigas a chatbot powered by its very own Artificial Intelligence technology to provide support regarding the most frequent assistance requests and show useful information on the offered services.
Levigas’s virtual assistant guides customers step by step helping them to carry out various operations: customers can communicate their gas meter serial number directly in the bot’s chat window; they can transfer procedures or download forms and documents. In addition, in specific cases, the AI assistant can collect useful information about customers from conversations, then send contact requests to operators. This way customer-operator email exchanges are reduced to the minimum, leading to a more pleasant customer experience that does not force customers to be contacted several times because of missing information in the emails.
RESULTS
Performances of the model
6K
The number of messages exchanged between chatbot and users in the first 8 months of activity
90%
Of conversations were handled automatically by the chatbot with no need for human intervention
