Case Study: Eneco boosts customer service efficiency with CM.com Chatbots

Eneco handles 19,000 chatbot conversations per week with CM.com

Eneco, a leading Dutch energy supplier, faced the challenge of handling 1.5 million annual customer calls and sought to automate its customer service. The company partnered with vendor CM.com to implement an automated, self-serve solution using their Conversational AI Cloud platform to drive traffic away from its contact center and provide 24/7 digital support.

CM.com developed a "bot first, agent follow up" strategy for Eneco, powered by advanced NLP and AI. The solution included a digital assistant that handled FAQs and provided seamless warm transfers to live chat agents. Six months after launch, the CM.com bot handled 19,000 conversations weekly, achieved a 90% intent recognition rate, and significantly reduced call center traffic. Eneco also integrated the bot with its CRM to automate transactions and used the data to continuously improve both the chatbot and its website content.

Eneco