Case Study: Vector reduces call volume and improves self-service with Ambit

How Vector automatically handles seasonal customer service beautifully with an intelligent Digital Employee by Ambit

Vector, New Zealand's largest electricity and gas distributor, needed to improve customer service accessibility and reduce call center load in its highly regulated environment. To address this, the company partnered with vendor Ambit to implement an intelligent digital employee, named Watt, which could provide instant, automated online support.

The solution from Ambit deflected approximately 2,000 calls per month, reducing click-throughs to the call center number by 5%. Within three months, customers had exchanged 30,000 messages with the digital employee, demonstrating significant engagement and growth. Ambit’s platform also provided seamless handover to live agents and valuable analytics for handling customer queries and seasonal surges effectively.

Vector

Sam Lake

Digital Transformation Manager