Case Study: Essent achieves AI-powered customer service efficiency with NICE Systems

Essent is deeply committed to innovation, customer satisfaction, and accelerating the energy transition

Essent, operating in a dynamic energy market, handles millions of customer calls and chats each year and needed a faster, more scalable way to manage rising inquiry volumes, a frequently changing knowledge base, and consistent support across voice, chat, web, and app channels. The company turned to NICE Systems’ Conversational AI capabilities, including Agent Copilot, Chat, and Voice AI, to reduce delays and improve self-service.

NICE Systems implemented AI-powered voice meter readings, intelligent routing across 17 teams, and automatic chat summarization and CRM logging. The results included 85% of helpdesk-handled queries automated, €2 million in annual savings from Agent Copilot, 22,000 customers reached in two weeks for voice meter readings, 22% success on that initiative, €240,000 in annual savings, and productivity rising from 4.2 to 4.7 chats per hour. Overall, Essent has automated 55% of incoming chat conversations and is realizing millions of euros in savings through NICE Systems.

Essent

Nina Kiemeneij

Product Owner Conversational AI