Case Study: Utilita achieves higher sales conversions, lower service call volumes and better customer experience with Now Interact

Utilita - Customer Case Study

Utilita, an energy provider, needed a way to interpret, understand and optimise customer contact channel preferences so it could prioritise support and improve engagement. The company partnered with Now Interact to address these customer experience and operational challenges.

Now Interact’s machine-learning solution enabled Utilita to prioritise those who need help when they need it, drive a large increase in sales conversion, and significantly reduce service call volumes by shifting customers to self‑service. The result was improved overall customer experience and the solution has since been scaled across other parts of the business.

Utilita