Case Study: SECO Energy reduces cost per call by 66% with Capacity’s AI virtual agent

SECO Energy reduces cost per call by 66% with Capacity

Seco Energy, a Central Florida electric cooperative, sought to modernize its contact center with AI without sacrificing its high standards for customer satisfaction. Their challenge was to deliver a seamless, 24/7 customer experience that could handle both simple and complex conversations. To achieve this, they partnered with Capacity and implemented its AI-powered virtual agent service.

Capacity's solution provided an "Intelligent Front Door" that greets callers, uses sentiment analysis to understand intent, and can independently authenticate customers. The virtual agent handles key use cases like outage reporting, authentication, and account management. The results for Seco Energy were significant, including a customer satisfaction score of 4.5/5 that matched their live agents, a 66% reduction in cost per call, and deflecting 32% of all call volume to self-service, delivering major operational savings.

Seco Energy