Case Study: CEZ Distribuce achieves faster customer support with Born Digital’s AI virtual agent

Over 650K customers assisted by AI virtual agent in just six months at electricity distributor CEZ

CEZ Distribuce, the largest electricity distributor in the Czech Republic, sought to optimize its contact center by leveraging AI to handle simple requests, allowing human agents to focus on more complex tasks. The challenge involved automating popular customer topics, such as meter registrations, with a zero-error tolerance requirement. They partnered with Born Digital and CGI to implement this initiative.

Born Digital, along with CGI, deployed a digital agent named EMA on voice channels and later a chatbot for website support. The solution automated tasks like providing outage information and handling meter self-readings, assisting over 650,000 customers in six months. This achieved a 50% success rate for unsealing assistance and automated the classification of 22% of emails, significantly improving efficiency and customer self-service capabilities for CEZ Distribuce.

CEZ Distribuce

Lucie Masopustová

Member of the Board of Directors