Case Study: Pacific Gas and Electric saves 35,000 labor hours with PolyAI

Pacific Gas and Electric saves 35,000 labor hours with PolyAI

Pacific Gas and Electric Company (PG&E), a major California utility provider, faced significant challenges with an outdated IVR system that led to extremely long customer wait times, especially during unpredictable weather events. Their existing system was difficult to update and could not scale to meet demand, frustrating customers and straining their contact center. They partnered with vendor PolyAI to implement a new AI agent solution to address these issues.

PolyAI implemented an enterprise generative AI agent, named Peggy, which handles call routing, customer authentication, outage updates, and billing inquiries in both English and Spanish. This solution from PolyAI successfully contained 67% of calls, saving 35,000 labor hours and increasing customer satisfaction (CSAT) by 22%. The AI agent also provided PG&E with valuable call data insights, empowering them to make informed decisions for future automation.

Pacific Gas and Electric Company