Case Study: Eneco improves customer support and scales AI conversations with Microsoft Dynamics 365

Eneco fighting the climate crisis through smarter use of data

Eneco, a leading sustainable energy provider in Belgium serving more than 1.5 million customers, needed a better way to manage rising service demand across web, chat, phone, and email. Its existing chatbot was struggling with performance and accuracy, making it difficult to handle simple inquiries without routing them to live agents. Eneco turned to Microsoft Dynamics 365, using Microsoft Copilot Studio to create a new AI-driven customer service agent.

Microsoft Dynamics 365 helped Eneco deploy the multilingual AI agent in just three months, integrating it with live chat and Azure AI tools for better intent recognition and translation. The new solution achieved over 95% intent recognition, increased self-service handling from 40% to 67%, and boosted chat volume to 24,000 conversations per month versus 10,000 before, reducing hand-offs and improving call center efficiency.

Eneco

Julien Boonen

Director of Customer Services