Case Study: Dalkia absorbs winter call spikes with Calldesk voice agents

How Dalkia absorbs call spikes with its voice agents

Dalkia, an energy services subsidiary of EDF, faced a significant challenge in managing massive seasonal call spikes each winter, which resulted in long customer wait times and potential dissatisfaction. To address this, they partnered with vendor Calldesk to implement a conversational AI voice agent to automate and optimize call handling.

Calldesk's solution used natural language processing to answer repetitive questions, qualify requests, and retrieve information from callers before connecting them to a live agent. This freed up advisor time and reduced call handling duration. The implementation was successfully generalized across all regions, now automating approximately 500,000 calls annually, which has improved customer satisfaction and is demonstrating a strong return on investment for Dalkia.

Dalkia

Claude Desmoucelles

Managing Director