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Title
Eneco's AI agent handles 70% more customer conversations without human hand-off
…integration with Eneco’s live chat platform. Compared to the previous chatbot, the new AI agent is now able to handle 70% more customer conversations without requiring hand-off to a live customer service representative. The AI agent handles 24,000 chats per month. READ THE STORY Eneco is a leading…
Description
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.
…ies of Azure AI. Leveraging the no-code, graphical interface in Copilot Studio, the Eneco team developed their agent in just 3 months – half the time needed to develop the company’s original chatbot. With Copilot Studio, the team was able to migrate all questions and answers dev…
Company
Eneco
…ice representative. The AI agent handles 24,000 chats per month. READ THE STORY Eneco is a leading provider of sustainable energy in Belgium, serving over 1.5 million customers in consumer and businesses markets. The company specializes in wind energy, solar energy, and e-mobility and is the…
Country
Belgium
…ice representative. The AI agent handles 24,000 chats per month. READ THE STORY Eneco is a leading provider of sustainable energy in Belgium, serving over 1.5 million customers in consumer and businesses markets. The company specializes in wind energy, sol…
Industry
Energy
…BUSINESS NEED Customer experience Low-code development Artificial Intelligence INDUSTRY Energy and Resources Share the story Explore related stories /h2> "> Explore related stories Stories…
Problem
Eneco's existing chatbot was a black box that was difficult to train and refine, so it did not perform as accurately as hoped, and a large number of simple customer enquiries continued to be routed to increasingly strained call center channels.
…ned out, the chatbot did not perform as well as expected. As Van Caillie says, “The AI model was something of a black box for us, making it difficult to train and refine. As a result, the model did not perform as accurately as we had hoped.” The result was that a large number of simple customer enquiries continued to b…
Solution
Eneco replaced its chatbot with a new AI agent built on Microsoft Copilot Studio, combining its standard Natural Language Understanding model with the Conversational Language Understanding (CLU) model in Azure AI, connected to its live chat platform via technology partner Seamly, which also uses Azure AI Translator to translate conversations across languages.
…he new platform with minimal changes. To enhance the conversational experience, Eneco combined the standard Natural Language Understanding model in Copilot Studio with the Conversational Language Understanding (CLU) model in Azure AI. This provided a number of benefits, including greater customization of the inte…
Business value
The new AI agent was developed in just 3 months, half the time needed for the original chatbot, and achieves an intent recognition score of over 95%; it handles 67% of customer conversations without hand-off to a live agent (versus 40% previously), a 70% improvement, while volume rose to 24,000 chats per month from an average of 10,000 with the previous chatbot.
…ng of the model has led to a better conversational experience overall. In fact, 67% of customer conversations can be managed satisfactorily by the AI agent without requiring hand-off to a live agent. (With the previous chatbot, only 40% of conversations could be managed without…
AI capabilities
Conversational AI, Natural Language Processing
…he new platform with minimal changes. To enhance the conversational experience, Eneco combined the standard Natural Language Understanding model in Copilot Studio with the Conversational Language Understanding (CLU) model in Azure AI. This provided a number of benefits, including greater customization of the inte…
Technology
Microsoft Copilot Studio, Azure AI, Azure AI Translator
…of conversational AI, Eneco Discover more details CUSTOMER Eneco PARTNER Seamly PRODUCTS Microsoft Power Platform Azure AI Translator Microsoft Copilot Studio SERVICES AND SUPPORT ORGANIZATION SIZE 1,000-9,999 employees COUNTRY/REGION Net…
Headline outcome
…integration with Eneco’s live chat platform. Compared to the previous chatbot, the new AI agent is now able to handle 70% more customer conversations without requiring hand-off to a live customer service representative. The AI agent handles 24,000 chats per month. READ THE STORY Eneco is a leading…
Use case type
Conversational assistant
…tbot to support other service channels but was running into performance issues. Eneco decided to develop a new, AI-driven agent using Copilot Studio. The multi-lingual, AI agent was deployed on the company website in just three m…
