How Vattenfall Optimizes Its Customer Relationships Using Omnichannel AI Agents
Reduce Customer Service Operating Costs
Following the opening of its residential market in 2018, Vattenfall experienced a rapid increase in both its customer base and interaction volumes. To address this challenge, the company launched an ambitious customer service transformation in 2021, aiming to reduce its cost-to-serve while improving service quality.
Objectives:
- Reduce cost-to-serve
- Improve service quality
- Digitize customer inquiries that do not require advisor intervention
- Increase First Contact Resolution (FCR)
How to achieve this: An Omnichannel AI Agent to Streamline the Customer Experience
To meet evolving customer expectations and improve the efficiency of its customer service, Vattenfall deployed a conversational AI agent capable of handling customer requests autonomously.
Deployed across all digital channels, the DialOnce AI Agent handles customer requests autonomously, 24/7. Capable of understanding customer intent expressed in natural language and contextualizing its responses, it supports customers at every stage of their journey, from subscription and contract management to support requests and changes in personal circumstances.
This approach streamlines request handling, improves customer service availability, and enables human advisors to focus on interactions that require expertise and added value.
How it Works
Accessible directly from reminder emails, the AI Collections Agent supports customers throughout their payment process and answers the most common questions related to their situation.
Using natural language understanding and customer context, it delivers personalized responses to the most frequent requests, such as payment extensions, installment plans, or invoice disputes.
This approach provides immediate assistance while making it easier for customers to take action when they are ready to settle their outstanding balance.
