Case Study: Eni Plenitude achieves frictionless AI-driven call handling and 30% NPS increase with Genesys (Lucilla voicebot)

Eni Plenitude - Customer Case Study

Eni Plenitude is an integrated energy Società Benefit serving around 10 million customers across Europe, with seven 24/7 contact centers and about 1,400 agents. Facing the need to shift from reactive, transaction-based service to a proactive, personalized CX, the company set out to boost customer satisfaction and operational efficiency by applying AI and natural language processing to handle complex Italian-language phone interactions.

They deployed Lucilla, a voicebot built on Genesys Engage and Google Cloud Dialogflow, to recognize callers and intent, route inquiries, and power self-service across channels. Today AI handles 100% of incoming calls, with Lucilla identifying customers over 80% of the time and routing 90% of calls correctly, contributing to a 30% reduction in agent callbacks and a 30% increase in NPS, with plans to expand to chat and WhatsApp for a full omnichannel experience.

Eni Plenitude