Case Study: Sorgenia improves customer service and conversion with Crafter.ai's Gea chatbot

Sorgenia - Customer Case Study

The Italian energy company Sorgenia sought to optimize its digital customer experience and improve the distribution of its contact center workload. To achieve this, they partnered with the vendor Crafter.ai to integrate a new artificial intelligence tool into their customer service operations.

Crafter.ai implemented the AI chatbot Gea on Sorgenia's web channels. The solution manages up to 98% of customer requests independently, leading to a reduction in call traffic to human operators and an increased conversion rate. These results provided a better allocation of resources and optimized customer service for Sorgenia.

Sorgenia

Alessandro Bertoli

Customer Service & ICT Director