Case Study: BC Hydro achieves an 88% automated answer rate and 200% search-page traffic increase with [24]7.ai Virtual Agent

BC Hydro - Customer Case Study

BC Hydro, the provincially owned utility serving about 4 million customers in British Columbia, wanted to simplify customer interactions and become more consistent across self-service and assisted channels. Its goals were to improve CSAT, gain deeper customer insights to spot trends and content gaps, and boost operational efficiency by automating frequently asked questions so live agents could focus on complex issues.

BC Hydro implemented the [24]7 Virtual Agent on its website with a persistent "How can we help?" box, per-answer feedback, related-question prompts, and [24]7 Voices analytics to surface trends and content gaps. In the first 11 months the agent answered more than 720K questions, drove a 200% increase in search-page traffic, achieved an 88% answer rate (from 50% at launch), and maintained a 94% answer accuracy rate.

BC Hydro