EnergyConversational AINatural Language Processing
Eneco's AI agent handles 70% more customer conversations without human hand-off
Eneco, a leading sustainable energy provider serving over 1.5 million customers in Belgium, replaced an underperforming chatbot with a new AI agent built on Microsoft Copilot Studio, combined with the Conversational Language Understanding model in Azure AI, developed in just three months -- half the time needed for the original chatbot. The new AI agent achieves an intent recognition score of over 95% and handles 67% of customer conversations without requiring hand-off to a live agent, compared to only 40% with the previous chatbot -- a 70% relative improvement. The agent now handles 24,000 chats per month, up from an average of 10,000 with the previous chatbot, with Azure AI Translator enabling cross-language handling between customers and agents.
ENEneco· Belgium
Microsoft Copilot Studio · Azure AI · Azure AI Translator 
