Stadtwerke Witten: AI Chat ENERGIA for Customer Service

Business Goals

As a regional energy supplier, Stadtwerke Witten reliably provides its customers with electricity, gas, and water. After the successful advent calendar as a starting point, the goal was to permanently expand digital customer service: a point of contact that answers frequent questions around the clock, guides customers directly to the appropriate information, and relieves the service team of recurring inquiries.

Results

With the AI chat ENERGIA on the LoyJoy platform, customers receive understandable answers about their energy supply at any time - without waiting and independent of service hours. ENERGIA initially handles knowledge-based inquiries and noticeably relieves the service team. The next step is the expansion to case-closing processes such as meter readings and advance payments, including SAP integration.