VSD fully automated two out of three contact lines

Východoslovenská distribučná, a.s. (VSD, a.s.), member of the VSE Holding Group, is an energy company focused on the electricity distribution to the end customer.

The company owns 22,900 kilometers of distribution system in Eastern Slovakia, distributing electricity into more than 660,000 distribution points.

Having such a great number of customers relying on their distribution, it is absolutely crucial to assist them as quickly as possible. Especially in times of crisis and mass outages, hundreds of customers are calling VSD at the same time – seeking immediate answers.

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USE CASE

  • Digital agent (voice and chat)

  • Prevention of overloads

  • Automation of ticket reporting for back office

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NUMBERS

  • 276,000+ voice bot interactions on deployed lines

  • 195,000+ interactions on the defect line

  • 70% of interactions are about outage reporting

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BENEFITS

  • Available 24/7

  • Lower waiting times

  • Prevention of overloads

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“Elektra (the digital agent) proved to be a huge relief for operators as it handles more than a half of their routine calls on the defect line.“

Zuzana Jurášová, Head of Customer Services, VSD