Case Study: NB Power reduces contact center calls by 30% and achieves 96% answer accuracy with [24]7.ai Virtual Agent

NB Power - Customer Case Study

Énergie NB Power (NB Power), the main electrical utility in New Brunswick serving over 400,000 customers, sought to boost customer satisfaction by expanding self-service while cutting costs. The company needed to deliver consistent, accurate information across channels and reduce routine calls to its contact centers so agents could focus on complex issues.

NB Power deployed the [24]7 Virtual Agent in English and French on its website, added a persistent search box, visible “ASK US” bubbles, and curated “Top 10” and related-question lists. The virtual agent has answered more than 400,000 queries, driving a 30% drop in contact-center calls, a reduction of 20 agents, a 96% answer accuracy rate, and measurable improvements in customer satisfaction, agent productivity and operating costs.

NB Power