Case Study: PSEG boosts contact center efficiency with Omilia

PSEG boosts containment 4% and cuts handle time by 15 seconds with Omilia

Public Service Electric and Gas Company (PSEG), New Jersey's largest electric and gas utility, faced challenges with its legacy on-premise IVR system. The company needed to modernize its contact center to handle millions of customer calls more effectively, especially during high-pressure storm events, while eliminating technology silos. To address this, PSEG partnered with vendor Omilia to implement its AI-native customer service platform.

By deploying Omilia's solution, PSEG significantly improved its contact center efficiency. The implementation resulted in a 4% increase in call containment, which prevents approximately 250,000 to 300,000 calls annually from needing a human agent. Omilia also helped reduce average call handle time by 15 seconds and provided 100% reliability during peak storm seasons, ensuring a consistent customer experience and future-proofing the contact center.

Public Service Electric and Gas Company (PSEG)