Case Study: Essential Energy improves safe self-service access to information with Pollen's AI-powered search

Essential Energy improves AI search safety with Pollen

Essential Energy, an infrastructure company, faced challenges as its customers struggled to find accurate information across its multiple websites and knowledge bases. The dispersed content and technical language frustrated residential users, businesses, and Accredited Service Providers (ASPs) alike. To address this, they partnered with Pollen to implement an AI-powered search solution.

Pollen's solution used its proprietary Adaptive Retrieval system, combining keyword and semantic searches to deliver safe, context-aware answers tailored to each user type. The system provided graduated safety responses, from emergency warnings to professional referrals, ensuring appropriate guidance. With enterprise guardrails and advanced observability tools, Pollen helped Essential Energy create a more reliable self-service experience, allowing all users to access accurate information efficiently and confidently.

Essential Energy