Case Study: Innogy streamlines customer service and cuts onboarding time with BOTWISE

Innogy - Customer Case Study

Innogy Polska S.A., a major energy provider, faced significant challenges in its customer service department. Their consultants needed a very wide range of knowledge to handle inquiries, which was complicated by frequently changing market regulations. This made new employee onboarding difficult and time-consuming, leading to an over-reliance on experienced colleagues and extended customer service times. BOTWISE was brought in to address these issues.

BOTWISE implemented its application to serve as a single window for consultants to effectively search the company's extensive Sharepoint knowledge base and other documents. The solution quickly identified gaps and outdated information in the knowledge resources. This resulted in an 84% response efficiency rate during the Proof of Concept phase and a high user satisfaction score of 8.3/10, ultimately shortening both customer service times and the onboarding process for new employees.

Innogy

Kamil Chmielewski

Quality Monitoring and Training Manager