Case Study: Vattenfall achieves seamless conversational customer engagement with CM.com

Vattenfall handles over 2 million interactions with CM.com

The customer, Vattenfall, a leading energy company, faced challenges with low digital maturity, including unintegrated communication channels and disparate data sources. This made it difficult to efficiently handle rising customer contact moments. To address this, they partnered with vendor CM.com to implement a Conversational AI solution.

CM.com's Conversational AI Cloud provided an integrated solution, powering the chatbot Nina across multiple channels. This ensured consistent customer service and created a central knowledge base. The solution was highly successful, resulting in over 2 million customer interactions with Nina in 2020 and increased customer satisfaction.

Vattenfall