Case Study: Red Energy improves support efficiency and AI answer accuracy with Bloomfire

Red Energy cuts support calls by 20% with Bloomfire

Red Energy, an Australian energy retailer, faced challenges in standardizing knowledge across its 1,600 users. With consultants spending a significant portion of their time searching for information and state-specific energy regulations creating complexity, the company needed to improve knowledge quality and accessibility. This was especially critical as early trials of AI solutions suffered from low answer accuracy due to unhealthy underlying content, threatening their high standard of customer service.

Partnering with Bloomfire, Red Energy transformed its knowledge ecosystem by cleaning and restructuring its agent knowledge base, authoring over 300 new articles, and implementing structured content governance. The solution utilized Bloomfire's AI-powered conversational search and advanced analytics. This resulted in a 20% reduction in support calls, a 9% decrease in hold times, a 20% increase in search efficiency, and a 9% decrease in calls held. Bloomfire helped double AI answer accuracy, creating a more dependable and scalable support experience.

Red Energy