Case Study: Eni Plenitude boosts IVR accuracy and NPS with Genesys and Google Cloud Dialogflow

Eni Plenitude boosts NPS 30% with Genesys

Eni Plenitude, an energy provider, sought to boost customer satisfaction and increase efficiency with AI and natural language processing for its contact centers. To achieve this, they worked with vendor Genesys and its Genesys Engage™ on-premises platform to improve their IVR call handling.

The solution involved implementing a voicebot named Lucilla, which uses Genesys and Google Cloud Dialogflow. This resulted in Lucilla correctly identifying customers over 80% of the time and successfully routing 90% of calls to the correct agent. As a result of this Genesys solution, Eni Plenitude saw a 30% reduction in agent callbacks and a 30% increase in its Net Promoter Score.

Eni Plenitude