Case Study: Società Elettrica Sopracenerina achieves 24/7 customer support with Spitch’s AI Virtual Assistant

Virtual Assistant to Optimize Customer Service for SES

Società Elettrica Sopracenerina (SES), a Swiss electricity provider, was receiving 75,000 calls annually, but its customer service was only available during business hours. This led to high volumes of calls and emails for basic inquiries, preventing staff from focusing on more complex tasks. To address this challenge, SES partnered with Spitch to implement an AI-powered virtual assistant.

Spitch provided a managed cloud solution featuring a virtual assistant that handles customer calls 24/7 in Italian and German. The solution automatically answers FAQs and sends follow-up information via SMS. This reduced inbound phone calls by 40%, significantly relieved customer service employees, and eliminated waiting times for customers. The implementation by Spitch required no upfront IT investment and allowed SES to reallocate its staff to higher-value work, improving both customer and employee satisfaction.

Società Elettrica Sopracenerina