Ebbot

Case study | Eidar

How Eidar succeeded to make residential support personalized, convenient & available

Industry: Energy

Markets: Sweden

Use cases: customers support

The challenge

Supporting residents around the clock

Since 1947, Eidar has been a cornerstone in the Swedish town of Trollhättan, offering homes for residents across the city.

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Delivering first-class support has always been a top priority for Eidar, but as the volume of resident inquiries increased, so did the demand for better availability. Traditional support channels couldn’t keep up, and Eidar needed a scalable solution to meet these growing expectations.

The goal

Increase availability and improve support workflows without compromising on quality.

The solution

An AI-driven chatbot available 24/7

In June 2022, Eidar introduced their AI-powered chatbot, Eida, in partnership with Ebbot. Designed to handle repetitive questions, Eida provides quick and consistent assistance to residents, day or night. This ensured faster responses and allowed Eidar’s team to focus on more complex, high-value tasks.

Smarter integrations for better functionality

A few months after launching, Eida got a major upgrade with an integration into Eidar’s property management system, Momentum. This integration made it possible for residents to report issues directly in the chat, with Eida seamlessly forwarding error reports to Momentum for resolution. It also introduced personalized support by recognizing residents through their “My Pages” logins, allowing Eida to tailor responses based on individual profiles. These enhancements made Eida smarter and more efficient, delivering a smoother support experience for Eidar’s residents.

The results

From instant answers to actionable insights.

87% of inquiries resolved by the bot without human intervention

In just three months, Eida managed nearly 90% of all incoming chats on its own. For complex inquiries, the chatbot collected all relevant details and forwarded them efficiently to human agents via email.

Valuable insights into trending topics

Through the bot’s training center, Eidar’s team can monitor what questions residents frequently ask and quickly identify trending topics. This allows them to update website content or add custom messages to the chatbot, making Eida a valuable tool for improving both support and business strategies.

24/7 availability for all Trollhättan residents

Eida ensures that residents always have access to first-class support, no matter the time of day. For Eidar, this represents a significant leap in availability, meeting their residents’ expectations for consistent, reliable help.

De chatbot heeft de manier waarop we met klanten omgaan en vragen beheren volledig veranderd. Het heeft ons meer beschikbaar gemaakt, onze afhandeling van zaken gestroomlijnd en meer 'one-touch-oplossingen' mogelijk gemaakt.

Dino Burazer

Store system Specialist, Rusta

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