Case Study: Leading UK Energy Provider achieves 50% contact-centre containment and 24/7 self-service with Humley

UK Energy Provider Deploys Conversational-AI to deliver Enhanced self-service to PAYG Customers

Leading UK Energy Provider was undertaking a business optimisation and transformation programme and faced high volumes of contact centre queries—particularly requests for temporary financial support—that caused long wait times and poor customer experience. They engaged Humley to deploy a Conversational AI Assistant via their website to reduce pressure on the contact centre and deliver enhanced self-service.

Humley implemented a web-based Conversational AI Assistant (using ML/NLP and integrations to RPA) to validate accounts, calculate credit offers, and hand over to agents when needed. Since launch the Humley Assistant handles over 200,000 conversations per month (26% relating to financial support), achieves a 67% accuracy rate, and delivers a 50% average containment rate, providing 24/7 support, lowering cost to serve, freeing agents for complex tasks, and enabling the customer to remove their telephone number from the website.