Case Study: Západoslovenská Distribučná achieves 24/7 electricity outage self-service with Born Digital’s AI virtual agent

Customers of ZSD can now report electricity outages through AI virtual agent

Západoslovenská distribúčná (ZSD), the largest electricity distributor in Slovakia, faced the challenge of handling an enormous volume of customer calls, especially during power outages. Their human agents became overloaded with repetitive queries, leading to long wait times for customers. To improve customer experience, ZSD partnered with Born Digital to implement a digital self-service channel for reporting outages.

Born Digital implemented an AI virtual agent named Edo, which automates the entire process of reporting a power outage, including customer authentication and identifying supply points. This solution prevents data duplication and handles repetitive interactions 24/7, freeing human agents for complex issues. The result for ZSD was a significant reduction in contact center overload and the provision of immediate, zero-wait customer service.

Západoslovenská Distribučná

Marcel Hanečák

Business Solutions Development Expert