Eneco eMobility uses Dynamics 365 Contact Center with generative AI to support its customer care agents
Eneco eMobility, a charging services provider in Europe, worked with Capgemini to roll out Microsoft Dynamics 365 Contact Center, a Copilot-first contact center powered by generative AI, in an iterative pilot-led rollout; the first groups were live five weeks after ideation. The source reports a 50% reduction in average wrap-up time and training time cut from four hours to one, with the Belgian rollout expanded to the Netherlands.
Overview
Eneco eMobility, a charging services provider in Europe, worked with Capgemini to roll out Microsoft Dynamics 365 Contact Center, a Copilot-first contact center powered by generative AI, in an iterative pilot-led rollout; the first groups were live five weeks after ideation. The source reports a 50% reduction in average wrap-up time and training time cut from four hours to one, with the Belgian rollout expanded to the Netherlands.
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Inspect the highlighted sourceThe challenge
As a fast-growing company, Eneco eMobility was facing increasing pressure on customer service and was looking for a solution that could help serve its customers better, faster, and cheaper.
The solution
Eneco eMobility worked with Capgemini to implement Microsoft Dynamics 365 Contact Center with Copilot generative AI, extending its existing Dynamics 365 platform. The project started with a small group of the most knowledgeable agents, and the first pilot groups went live five weeks after ideation began, in an iterative process. Copilot provides CRM information during calls, live conversation summaries and a chat service for difficult questions.
Reported business value
The source reports a 50% reduction in average wrap-up time, higher case throughput, training time cut from four hours to one, and licensing costs lower by a factor of two. The Belgian rollout has been expanded to the Netherlands.
Sources
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