Utility
Stadtwerke Kamen Chatbot for Customer Service
Gemeinschaftsstadtwerke Kamen, Bönen and Bergkamen have created a chatbot on the LoyJoy platform that answers customer questions about their services.
Gemeinschaftsstadtwerke Kamen, Bönen, and Bergkamen (GSW) supply a large number of residents and businesses, and rely on the AI agent “Lore” for their customer service.
Initial Situation
Frequent questions about energy supply and services used to go straight to GSW’s service team, which had to spend a lot of time on routine inquiries as a result. The goal was a digital point of contact that answers these questions around the clock, guides customers directly to the right information, and thereby relieves the service team.
Solution
The AI agent “Lore” takes on exactly this role. It reliably answers a wide range of customer questions and guides users directly to the right information. Only more complex matters that require personal clarification are passed on to the team in a structured way directly in the chat.
Results
Customers get quick answers at any time as a result, while GSW noticeably relieves its service staff of routine inquiries, creating room for the cases that really need personal attention.
