Case Study: a leading utilities company achieves faster digital customer onboarding with Druid AI Agents

Leading Utilities Company in CEE Creates Improved Digital Customer Experience Using AI Agents

a leading utilities company in Central and Eastern Europe faced the challenge of modernizing its paper-intensive and time-consuming customer onboarding process. Pressured by market competition and a growing demand for digital services, the company needed to improve its digital interactions and reduce the burden on its back-office agents. To address this, they partnered with Druid to implement its agentic AI technology.

Druid implemented an AI agent named IOANA, which was integrated with the company's internal systems to fully digitalize the onboarding process. The solution automated data collection, document generation, and service contracting for new and existing customers. This allowed the utilities company to significantly reduce the time required for onboarding and lessen the pressure on its customer service agents, creating a more efficient and engaging digital customer experience.