Case Study: Hera Group boosts customer experience with Spitch’s AI-driven speech analytics

AI-driven Customer Experience Enhancement at Hera Group

Hera Group, one of Italy's largest multi-utility providers, sought to better understand customer needs and improve internal processes. Their challenge was to enhance customer experience (CX) by using data to increase employee awareness and empathy. To address this, they partnered with vendor Spitch.

Spitch implemented an AI-driven Speech Analytics solution for Hera Group. This automated data collection, analyzed recorded calls, and improved interaction classification accuracy. The results included an increased First Call Resolution rate, higher CSAT and NPS scores, reduced operational costs, and overall revenue growth.

Hera Group