Energy company brings digital first approach to customer experience with AI
Challenge
Energy retailer and generator with over one million customers, was experiencing poor customer service with calls. Covid, and change of consumer behavior, caused an explosion of inquiries across their digital channels. Coupled with hiring issue, the company’s contact center didn’t have the capacity to handle the volume, causing high abandonment rate (80%+) which led to poor CSAT and NPS score.
Solution
The energy retailer and generator implemented Sprinklr’s unified customer experience management (Unified-CXM) platform.
Sprinklr Service provides the company with:
Integrated insights that sits across all departments
Omnichannel deployment across social, livechat, app, and web which provides consistent customer experience
Enterprise grade compliance and governance
Automation and AI to handle high volumes of decisions and data analysis
Channel access to connect with all customers no matter where they are
AI to collect, learn, and understand the top contact driver across all channels, provides summary across management
Customer:
Energy Company
Industry:
Energy
Company Size:
2,500+ employees
Location:
APJI
Products Featured:
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