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Omnichannel AI agent: the case of Électricité de Strasbourg

Written by Bastien Meaux | Jun 7, 2023 7:45:00 AM

 

 

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.

 

 

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.

 
 
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