Case Study: e.kundenservice Netz GmbH achieves 80% automated IT issue resolution and 24/7 self-service with Microsoft Power BI

Chatbot integrated into Microsoft Teams solves IT issues in seconds

e.kundenservice Netz GmbH was facing a constant stream of repetitive IT tickets and employee reservations about interacting with chatbots. To automate routine requests the company developed an in‑house virtual agent called “Betty,” built with Microsoft Azure Bot Service and LUIS and integrated into Microsoft Teams — and they used Microsoft Power BI to analyze interactions and guide improvements.

Betty now handles roughly 200–300 dialogues per month and resolves about 80% of straightforward IT issues, significantly reducing pressure on IT Support and lowering repetitive ticket volume. By using Microsoft Power BI to track question patterns and bot performance, the team continuously refines Betty’s responses and plans to expand her capabilities and rollout across other E.ON subsidiaries.

e.kundenservice Netz GmbH

Laura-Maria Altendorfer

Product Owner Chatbot