Smart request routing:
depending on the nature of the request (meter reading, service intervention,...), the omnichannel AI agent guides each user step by step, based on their profile and specific needs
24/7 availability:
immediate responses to connection requests, billing inquiries, consumption data, or network incidents, even outside business hours
The AI agent answers repetitive requests:
contract changes, meter readings, payment schedules, or simple technical assistance are processed instantly without involving the advisors
Free your teams from routine requests:
refocus their expertise on managing complex outages, emergency interventions, and high-impact network incidents
Ensure seamless omnichannel journeys:
from consumption monitoring to contract management, every customer interaction benefits from personalized and smooth support across all channels
Amid regulatory changes, growing user expectations, and increasingly complex networks, the AI agent provides essential operational support to secure, streamline customer relationships and:
- Automatically handle large volumes of recurring requests: subscriptions, contract modifications, consumption readings, billing inquiries, or technical appointment scheduling
- Ensure continuous availability to support customers during outages, network incidents, peak periods, or subscription changes, without overloading contact centers
- Centralize and manage all interactions across every channel (customer portal, calls, emails, messaging apps, chatbots) to guarantee consistent, seamless omnichannel customer journeys
- Relieve operations and supervision teams from repetitive administrative tasks, allowing them to focus on critical network interventions and managing complex situations
- Increase operational responsiveness during major incidents by freeing up time and resources for urgent interventions and on-site follow-up
Energy and utility providers must now handle a growing volume of customer requests from increasingly diverse profiles. To simplify and accelerate the processing of these inquiries, they can rely on conversational AI agents (chatbots), interactive voice response systems (visual IVRs), and mailbots capable of analyzing and proposing responses to incoming emails. The synergy between these tools enables AI to efficiently handle every request: subscription, plan change, contract update..., by activating the most appropriate channel. AI ensures consistent, fast, and seamless processing across all digital touchpoints.
The result: improved accessibility for customers, teams focused on high-impact operations, and a more autonomous digital customer relationship thanks to the expansion of self-care solutions.
In the energy and utilities sector, repetitive requests can quickly overwhelm teams. As soon as a simple request is identified, the conversational AI agent (AI chatbot) takes over to instantly handle it (billing, contracts, meter readings, technical follow-up), reducing the workload for operators. At the same time, mailbots analyze incoming email flows, sort, classify, and prioritize messages to minimize manual interventions and accelerate processing. For more complex situations, AI serves as a decision-support tool for advisors: with the Augmented advisor, operators have access to enriched analyses and contextual recommendations to improve and personalize their responses.
The result: improved accessibility for customers, teams focused on critical situations, and significantly reduced processing times.
In a context of increasing digitalization, the conversational AI agent plays a key role in streamlining interactions. It responds instantly to customer requests, whether guiding them through incident reporting, retrieving a meter reading, or tracking a service intervention. To ensure the reliability of these automated responses, advanced language models, known as LLMs as a judge, provide continuous quality control. By verifying information accuracy and detecting potential inconsistencies or biases, they help ensure interactions comply with GDPR requirements, respect personal data protection, and align with the principles of trustworthy AI.
The result: a smooth, reliable digital customer relationship and secure interactions fully compliant with regulatory requirements.
Conversational AI continuously analyzes customer request flows, identifies needs, and adjusts its responses contextually. It leverages advanced technologies: trusted AI to ensure compliance and information reliability, RAG models for real-time access to up-to-date data, and NLU to accurately interpret customer intents. The AI also integrates with internal business tools to coordinate interactions and ensure service continuity, even during peak demand periods. With the Augmented advisor, it supports teams by providing targeted information and clear analyses that help them quickly understand each situation, make effective decisions, and deliver optimized, personalized responses.
The result: empowered teams, agile management of challenges, and a reliable, high-performing digital customer relationship.
To handle a growing volume of customer requests and ensure optimal accessibility, ENGIE has deployed DialOnce’s conversational AI agent. The AI agent directly handles repetitive requests, whether related to contract information, service follow-ups, incident reports, or administrative questions. By instantly processing these inquiries, contact centers are able to absorb a higher volume of requests without overloading the teams. Advisors can thus focus their expertise on complex situations, while maintaining a smooth, available customer experience across all channels.
To improve customer service efficiency and simplify access to information, Vattenfall has implemented DialOnce’s visual IVR. From the very start of the call, customers are guided through an intuitive digital interface that quickly directs them to the right channel to address their needs, contract management, billing, meter readings, or service follow-ups. This upfront handling reduces pressure on advisors and minimizes wait times. As a result, advisors can focus on cases requiring in-depth assistance, while customers independently access the information they need.
With a growing volume of customer requests, La Poste chose DialOnce’s visual IVR to simplify user journeys from the very first contact. As soon as the interaction begins, the visual IVR appears as an interactive interface that immediately guides the user to the right action and the most appropriate communication channel based on their request: parcel tracking, account management, claims, or information inquiries. This helps reduce wait times and better absorb fluctuations in demand.
"One of our priorities is to enable our customers to find answers to their questions completely independently and at any time. In partnership with Dialonce, we've been able to build adapted paths and offer our customers an innovative digital experience."
"Our objective was to digitalize our customer relations and increasingly push self-care towards the website, to make the customer autonomous. Thanks to the DialOnce solution, we were able to quickly adapt our contact paths!"
"Our after-sales service is subject to occasional call peaks, and the Visual IVR is an alternative solution that enables our customers to file or consult their incident independently, despite the unavailability of call centers."
"Since we've been using DialOnce, we're much more available to serve our audiences and concentrate on our missions. Call peaks, due to the various crises, are absorbed thanks to the digital overflow of calls."
"DialOnce's strength: its teams are completely immersed in our businesses. This is also what enabled us to succeed with the project. The teams adapt to the needs of the business. We can see that our customers are adopting it."
"DialOnce offers a real solution! When customers call the corresponding number, they can finally get an answer to their query by being redirected to the application. Today, we have a complete solution that brings us real added value!"
With over 10 years of French expertise, DialOnce provides energy and utility providers with a robust solution that supports field teams and streamlines all customer interactions:
AI agents analyze the intent behind every request, whether explicit or implicit, to personalize responses and instantly route customers to the appropriate process and channel. Integrated with business tools, they handle recurring flows, allowing teams to focus on more complex situations.
Each interaction allows the AI agent to better understand customer expectations. Over time, it adjusts its responses and offers increasingly tailored solutions, making journeys simpler and more efficient for both customer service advisors and end users.
DialOnce solutions connect to your existing systems: network supervision tools, field operations management, and customer relationship platforms. Each deployment is tailored to your operational constraints to handle incoming flows and support your field teams. A flexible AI that evolves with your needs.
