Case Study: Enedis achieves 75% self-service over the phone with Calldesk

How Enedis reaches 75% of self-service over the phone on "delivery point" searches

Enedis, a public electricity distribution company in France, faced a high volume of repetitive calls from energy suppliers seeking delivery point numbers, which consumed significant agent resources and added little business value. The challenge involved handling 360,000 such calls annually, requiring 20 full-time employees, while still needing to meet the partners' demand for quick answers with minimal wait times. To address this, Enedis partnered with vendor Calldesk to implement an AI voice agent.

Calldesk implemented an intelligent voice assistant that automates the process of identifying callers and retrieving delivery point numbers from their information system. The solution achieved a 75% self-service rate, successfully handling the majority of calls without human intervention. This freed 16 employees for higher-value work and reduced the average handle time by 40%, drastically improving efficiency and the partner experience with 24/7 availability.

Enedis

Mathieu Aveline

Digital Projects Manager