Success Cases
Stadtwerke Herne GPT AI Agent for Customer Service
GPT-powered customer chat for Stadtwerke Herne: Erna helps with meter readings and payment adjustments quickly, precisely and reliably.
Stadtwerke Herne wanted to take its customer chat to the next level and enhance it with GPT AI, so that customer inquiries would be resolved not just quickly but also precisely. Together with partner Trianel, a new experience was developed.
Solution
Trained using an extensive knowledge base, the AI agent named “Erna” resolves customer inquiries with coherent responses and impeccable accuracy. Erna supports customers end-to-end, from meter readings through to payment adjustments.
Results
Erna is available to customers of Stadtwerke Herne at all times, resolving inquiries quickly, precisely and reliably, and in doing so frees up the customer service team to spend more time with its customers.
- Higher conversion rates, because customers can start their request right away in the chat instead of putting it off
- Lower processing costs thanks to the structured handover to the service team
- More efficient processes thanks to direct, form-free communication
- Greater customer satisfaction and stronger customer loyalty