Case Study: a leading energy supplier reduces calls and boosts self-service with CX Company’s chatbot

How Chatbot O. helps energy supplier connect with its customers

The Leading Energy Supplier, a utility company, faced the challenge of building customer loyalty in a low-interest sector where interactions were predominantly negative. To change its relationship with customers, the company partnered with CX Company to find a more positive and engaging way to connect.

CX Company implemented its DigitalCX conversation platform to create an intelligent, IoT-connected chatbot named O. for the client's app. The solution provided proactive energy advice and reactive service, which deflected 50% of calls and improved self-service by 100%. This transformed the customer experience, built a more innovative brand perception, and played a key role in the organisation's larger transformation.