Customers of ZSD can now report electricity outages through AI virtual agent​

Customers of ZSD can now report electricity outages through AI virtual agent

Západoslovenská distribučná (ZSD), member of the E.ON Group, is the biggest electricity distributer in Slovakia. 

Following the latest trends and innovations in customer experience, ZSD partnered up with Born Digital and offered its customers a digital self-service channel for reporting the electricity outages.

Customers of ZSD report electricity outages through digital agent

Západoslovenská distribučná (ZSD), member of the E.ON Group, is the biggest electricity distributer in Slovakia. Following the latest trends and innovations in customer experience, ZSD partnered up with Born Digital and offered its customers a digital self-service channel for reporting electricity outages.

Phone

USE CASE

  • Inbound Digital Agent for chat channels
  • Available 24/7
  • Zero waiting times
Numbers

NUMBERS

  • Thousands of customers served
  • Thousands of reports completed
  • Hundreds of duplicities avoided
Strong

BENEFITS

  • Lower costs
  • Faster customer service available 24/7
  • Prevents contact center overload

Challenge

With more than a million customers, ZSD faces an enormous number of customer interactions – especially in times of failures or planned power outages.

In such busy situations, human agents get overloaded with repetitive questions and customers are put on hold for long minutes without the possibility of finding answers to their critical situation elsewhere.

To meet customers’ needs and improve the overall customer experience, the ZSD decided to deploy a digital agent for chat channels that would be integrated to their own systems.

“We demanded a fully automated process of reporting a power outage from start to finish, including the authentication of customers, the exact identification of supply points  and the recognition of duplicities,” Marcel Hanečák from ZSD.

 

Marcel Hanečák, Business Solutions Development Expert, Západoslovenská distribučná
Study case ZSD

“Our customers now have a digital self-service channel available to them 24/7 and with zero waiting times.“

Marcel Hanečák, Business Solutions Development Expert, Západoslovenská distribučná

Solution

The Born Digital chat agent is now one of the channels preventing the contact center from the overload, especially in times of mass power outages – times, when customers look for any possibility to report the situation. 

Thanks to the integration, the digital agent (named Edo) can e.g. evaluate whether there is a planned power outage/mass power outage at the customer’s supply point and provides the customer with all information necessary. Human agents can therefore focus on complex issues while the digital agent deals with repetitive interactions.

 

Impact

6K+

customers served        

1.6k

reports completed       

hundreds

of duplicities avoided

Most importantly, the digital agent can complete the whole reporting process of new outages. Once a customer is authenticated and the report is completed successfully, both customers and the ZSD internal system are automatically notified.

The whole process is automatized and designed in a way to avoid any data duplicities – saving the ZSD team considerable amount of time.

“We are planning to further broaden the cooperation and start adding new topics and features to current chatbot. In the future, we might possibly add other communication channels as well.“ Hanečák says.

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