Case Study: EnBW improves customer service efficiency with Futurice's Generative AI

EnBW improves customer service search by 20% with Futurice

EnBW, one of Germany's largest energy providers, faced a challenge in its customer service department where agents struggled to find accurate information quickly to resolve client queries within strict time constraints. This slowed down both agent onboarding and call resolution. Futurice partnered with EnBW's Digital Capabilities department to identify and implement high-value Generative AI solutions to address these inefficiencies.

Futurice developed a Retrieval-Augmented Generation (RAG) chatbot and an AI-enabled search tool that pulled information from EnBW's knowledge management system, providing agents with direct answers and summaries. This solution significantly improved the customer service process. As a result, user experience scores jumped from 5.2 to 7.25 out of 10, the time per search task decreased by 20%, and the find rate for correct information increased dramatically. Futurice helped EnBW boost its GenAI maturity, leading to greater efficiency, cost savings, and improved customer satisfaction.

EnBW