Case Study: Young Energy Achieves Higher Containment and Fewer Misrouted Calls with Omilia Conversational AI

Young Energy reduces misrouted calls by 30% with Omilia

Young Energy, a family-owned retail electric provider in Texas, faced a challenge with its outdated Interactive Voice Response (IVR) system. While available 24/7, the system offered very limited self-service options and could not use customer data to personalize interactions. This was a critical issue for handling extreme seasonal call volumes driven by Texas weather. Young Energy partnered with vendor Omilia to deploy a modern Conversational AI solution to enhance customer experience and improve operational efficiency.

Omilia implemented a fully managed cloud Software-as-a-Service solution for Conversational Voice. The solution featured intelligent call steering and self-service functionalities, such as payment capture and payment extensions, which were integrated with Young Energy's existing NICE CXone platform. The results were significant, with Omilia's technology achieving a 35-40% call containment rate and reducing misrouted sales calls by 30%. This put Young Energy on track to resolve more calls automatically, providing a better customer experience at a lower cost.

Young Energy