Case Study: PSEG achieves smarter contact center operations with Omilia’s AI

PSEG cuts misrouted calls from 40% to 15% with Omilia

Public Service Electric and Gas (PSEG), New Jersey's largest utility provider, faced significant challenges with its outdated, on-premise IVR system. The system lacked scalability, leading to service disruptions during peak call volumes from events like severe weather, and it provided poor self-service adoption and high rates of misrouted calls. To modernize its contact center, PSEG partnered with vendor Omilia to implement its AI-driven conversational automation solution.

By deploying Omilia's solution, which featured advanced intent recognition and seamless CCaaS integration, PSEG achieved a reduction in misrouted calls from 40% to 15%, ensured 100% uptime during severe weather, and improved fraud detection. The implementation also provided real-time analytics, leading to the identification of over 50 areas for improvement and enhanced containment rates, which reduced the need for agent-assisted interactions and streamlined operations.

Public Service Electric and Gas (pseg)