Case Study: Major Utility Company reduces call volume and chat times with Synthetix

How Synthetix Helped Major Utility Company Significantly Reduce Call Volume And Chat Times

Major Utility Company worked with Synthetix to improve customer service while reducing pressure on its contact centre. The utility needed a better way to manage customer contact, lower agent-assisted interactions, and provide faster support across its multilingual customer base.

Synthetix implemented a mix of self-service and agent-assisted tools, including Knowledge: For Your Customers, live chat, the Xan chatbot, and Knowledge: For Your Team integrated with Genesys. The result was a 28% call deflection rate, a 16% reduction in live chat duration, multilingual self-service, and a strong 9.2/10 customer satisfaction score, while helping lower contact centre costs.