Giving specialists back to the conversations that matter

Enercom is a leading player in the Italian energy market and part of Enercom Group, one of the largest privately held Italian groups among energy utilities, with a tradition of over 70 years. It sells electricity, gas and energy efficiency solutions to 190,000 customers across Lombardy, Veneto and Piedmont, through a network of more than 40 points of sale. The customer relationship is a cornerstone of its business model.

The challenge was to replace a predefined-flow chatbot, which passed virtually every request on to human agents, with a first line of digital support able to handle meter readings, billing questions and digital services autonomously, freeing up tier-2 specialists and improving response times.