Case Study: PSEG improves customer service and operational agility with Omilia Conversational AI

PSEG improves call handling in real time with Omilia

PSEG needed a cloud-based conversational AI platform that offered flexibility and deep intent understanding to better serve its customers and increase containment without requiring extensive software development. The challenge was to reduce customer service costs and improve operational agility while still enhancing the overall customer experience. They partnered with Omilia to implement its solution.

By implementing Omilia's platform, PSEG gained unrivalled real-time visibility into customer needs and easy-to-use analytics for continual improvement. This enabled them to monitor live calls, improve call handling, and enhance customer service levels with accurate call routing, even during severe weather. Omilia helped PSEG reduce costs, improve operational agility, and deliver higher quality customer interactions.

PSEG