Case Study: VSD achieves faster customer support and full automation with Born Digital

How VSD fully automated two out of three contact lines with conversational AI

VSD, an electricity distributor in Eastern Slovakia, faced a challenge in managing a high volume of customer calls, particularly during mass power outages. They needed an automated solution for both chat and voice channels to handle routine requests, reduce wait times, and free up human agents for complex issues. This led them to partner with Born Digital and implement their conversational AI solutions.

Born Digital implemented a virtual agent named "Electra" to handle inquiries on both chat and voice channels. The solution successfully automates tasks like outage reporting and providing status updates. This achieved VSD's goal of fully automating two of its three contact lines, resulting in significantly lower operational costs, reduced wait times, and relieved human operators. The Born Digital agent handles over 300,000 interactions with a 98% request understanding rate.

VSD

Zuzana Jurášová

Head of Customer Services