How Kraftringen Streamlined their Support with the Powerful Teamwork of Bot & Human
Background
Customer support has been (and still is) a central part of this.
Like many other energy companies, phone and email have been Kraftringen's main channels for customer support. These channels are great for providing a personalized experience, but unfortunately not particularly time-effective.
As Kraftringen has grown, so has their need for a support system that is more efficient and scalable.
The goal: Take Kraftringens customer support to the next level by automating repetitive support tasks and delivering a first-class personalized customer experience.
The solution
And the timing couldn't be more convenient.
Little did Kraftringen know that 2022 would be one of the most challenging years in history. Not only for them but for all companies in the energy industry. Even less did they know that Bothild would come as a knight in shining armor and rescue them from the overwhelming increase of support cases.
Bothild was built to automate repetitive enquiries such as questions about invoice payment, power cuts, and other electric-related issues.
The electrifying results
Incoming phone calls decreased by 22%
In august 2021, 72% of all support enquries were handled by phone. In august 2022 this number was reduced to 56%. This means A LOT of saved hours for the human agents since an average support case by phone takes 8 minutes.
88% of all conversations handled by the bot
During the first ten months (1 November 2021 to 1 September 2022) Bothild solved 88% of all incoming chats. More complex cases were handed over to human support through email.
Time freed up for human agents
From august 2021 to august 2022 the overall load of incoming support enquries to Kraftringen increased by 430% (!). With Bothild automating simple tasks, Kraftringen got a better chance to face this support rush and let their human team focus on more advisory support.
Multifunctional areas of use
Besides the customer service bot Bothild, Kraftringen launched a chatbot for internal support in June 2022. The internal chatbot supports Kraftringens employees in IT-related issues.
We clearly see that the chatbot has resulted in fewer chats in need of human interference
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