Case Study: EDF achieves faster 24/7 IT support with Sopra Steria’s AMY Voicebot

EDF handles 25% of IT requests with Sopra Steria's AMY

EDF, one of the world's largest electricity producers, faced a challenge in managing the high volume of repetitive IT support requests for its 120,000 employees in France. The company partnered with Sopra Steria to find a solution that would speed up incident handling, free up its support team from low-value tasks, and improve service quality without significant long-term investment.

Sopra Steria co-developed and implemented an AI-powered Voicebot named AMY. This solution uses Natural Language Processing to handle user requests, integrating seamlessly with EDF's existing IT support architecture. The results exceeded expectations, with AMY now handling a quarter of all requests and resolving 70% of queries on the first contact. This significantly improved team productivity and user experience, freeing up human operators to focus on more complex issues.

EDF