Case Study: Leading US-Based Electricity Provider achieves over 98% reduction in AHT and up to 90% ticket automation with EdgeVerve AssistEdge RPA

AssistEdge RPA reduces AHT by over 98% for several departments in a leading US based electricity provider

Leading US-Based Electricity Provider, which serves roughly 16 million people across northern and central California, faced high manual workloads across HR, Finance & Accounting, and Regulatory Affairs and sought non-intrusive automation with minimal impact to existing systems. EdgeVerve engaged the customer with a starter pack PoC using AssistEdge RPA to demonstrate benefits across daily, monthly, and periodic processes while retaining human review where needed.

EdgeVerve implemented AssistEdge RPA to automate HR timekeeping changes (handling ~15–20 tickets/day affecting 20–50 employees per ticket), month-end revenue calculations and postings for billed/unbilled electric and gas, and regulatory RCBG modeling. The automation delivered up to 90% ticket automation (saving about 60 hours/month in HR) and achieved over 98% reduction in average handle time for several accounting and regulatory processes.