Energy

Modernizing customer service with an omnichannel AI agent: the choice of Électricité de Strasbourg

Challenge

Address growing pressure on contact channels

In a context of crisis in the energy sector and evolving customer behaviors, Electricité de Strasbourg is facing a continuous increase in incoming contacts, along with growing complexity in the cases to be handled.

This shift is putting pressure on both teams and existing customer journeys. The challenge is to maintain a high level of service quality while absorbing ever-increasing volumes.

To address this, the company has undertaken a comprehensive restructuring of its customer relationship strategy. The objective is to strengthen digital solutions to provide greater customer autonomy while optimizing the operational efficiency of teams.

Electricité de Strasbourg’s needs:

Accelerate the digitalization of contact journeys
Streamline the customer experience across all entry points
Promote self-service resolution for simple requests
Reduce pressure on internal teams
Improve the overall performance of the customer service center

Better orchestrate increasingly hybrid customer journeys

Electricité de Strasbourg’s customers now interact through a wide range of channels, including phone, website, and digital interfaces. Entry points are multiplying, and customer journeys no longer follow a linear path.

At the same time, expectations are evolving significantly. Customers are looking for quick answers, easy-to-understand journeys, and continuity in their interactions, regardless of the channel used or the time of contact.

Customer needs may vary depending on the entry channel, time of day, or level of case complexity. This diversity makes journey management more demanding and requires real-time adaptability.

Structuring and orchestrating customer journeys therefore becomes essential. For Electricité de Strasbourg, this means more effectively qualifying each request, offering the right journey from the very first contact, and guiding customers toward the most relevant resolution path. The goal is to deliver a smooth, consistent, and efficient experience while optimizing how requests are handled by teams.

To achieve this

The omnichannel AI agent

Electricité de Strasbourg relies on DialOnce’s omnichannel AI agent to structure and manage its contact journeys.

The company had already initiated a first phase of digitalization 5 years ago with the deployment of a visual IVR. This implementation made it possible to capture part of the incoming call flow and redirect it toward digital journeys, with a clear objective of resolving simple requests through self-service.

Satisfied with the results achieved, Electricité de Strasbourg gradually expanded the use of the solution. The omnichannel AI agent is now deployed across the IVR, digital journeys, the public website, as well as online request qualification and routing systems. This setup operates both during and outside business hours, ensuring continuity in request management.

The AI agent relies on NLU (natural language understanding) capabilities to identify the customer’s intent as soon as the interaction begins, based on the expressed need. It then directs the customer to the most appropriate journey, depending on their request and the level of autonomy possible.

"We were captivated, at the time, by the highly innovative nature of DialOnce's omnichannel orchestrator. This allowed us to significantly improve our reachability and offer a modern and efficient customer relationship alternative to our subscribers."

Annabelle Alter-De-Jans

Product Marketing Manager, Electricité de Strasbourg

Results

Adoption 20% Digitized flows are naturally shifting toward conversational channels

Customer satisfaction +80% Sessions are rated positively by customers

"Thanks to the chatbot, we are much more customer conversation oriented, and over 80% of the sessions are positively rated by customers. They return to the bot, and we are beginning to see a significant decrease in incoming calls for reasons that do not require interaction with an advisor. This practice is becoming widespread and allows us to have a better understanding of customer expectations."

Annabelle Alter-De-Jans

Product Marketing Manager, Electricité de Strasbourg

To go further

A gradual rollout of conversational journeys

Building on the initial results observed, Electricité de Strasbourg aims to extend the use of the omnichannel AI agent to all incoming requests, whether they come from the website or the phone channel. The objective is to generalize this orchestration approach to ensure consistent management of contact journeys, regardless of the customer’s entry point.

As part of this ongoing effort, several developments are planned. The company notably intends to deploy a floating contact button to facilitate access to customer service across all website pages and encourage engagement in conversational journeys. It also plans to implement a voicebot leveraging the existing contact reason framework, ensuring consistency between digital and voice journeys while accelerating deployment. This existing foundation makes it possible to capitalize on already collected data and proven journeys.

This approach is fully aligned with the transformation initiated by Electricité de Strasbourg. It aims to sustainably structure contact journeys, improve overall customer service performance, and strengthen user autonomy in managing their requests.

To explore this transformation further and discover the full feedback from Electricité de Strasbourg, read the interview with Annabelle Alter-De Jans published in Relation Client Mag.