A European energy provider approached us with a request to provide a 24/7 commitment environment and provide customer service support when there is an internet or telephony outage during the nights and weekends.
As the client decided to have a publicly available telephone number on the website, the majority of calls were billing questions from private customers which needed to be handled during the day, rather than calls regarding service emergencies from entitled clients.
When outages occurred, up to 50 calls could come in within 15 minutes, overloading the staff and resulting in long waiting times for customers.
We supported the client by managing 24/7 customer service cost-competitively with a complex IVR solution.
Step 1: Develop an IVR solution
Step 2: Power it with AI
Step 3: Automatically split calls into two categories
Step 4: Unentitled customers queued for callback
Step 5: Troubleshooting for entitled business customers
The client was able to save ~€15K per month as they no longer had to staff agents overnight.
Employee satisfaction increased as the night shifts were notoriously difficult for the staff.
Customers would be immediately served during an outage, as the IVR could handle up to a thousand requests at a time, dramatically decreasing the time to answer.