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Case Study: AGL Energy achieves smarter, more personalized customer service with IBM watsonx Assistant
A IBM Case Study
AGL Energy is revolutionizing customer service with AI-powered self-service
AGL Energy, one of Australia’s oldest energy companies, needed a better way to provide 24/7 customer support and more personalized self-service across its digital channels. Working with IBM, AGL replaced its earlier bot with an AI-powered virtual assistant, IBM® watsonx Assistant™, to help customers handle FAQs and account-related tasks on web and mobile.
IBM implemented and continuously enhanced the AGL Assistant with channel-specific content, API-based personalization, and transactional journeys integrated with AGL’s ERP and CRM systems. The results include 125,000 monthly chats, with 36% to 38% contained without a frontline agent, and about 45,000 of 125,000 chats resolved each month through the virtual assistant.
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