How can you handle growing volumes of inquiries without adding additional resources? Our AI-powered solution intelligently processes incoming inquiries, automatically recognizes their content and routes them directly to the appropriate workflows. This reduces processing times, significantly lightens the load on your service teams and resolves customer issues more quickly.
Challenge
What are the challenges?
Energy service providers must handle large volumes of e-mails, documents and customer inquiries on a daily basis. Different intake channels, manual processes and rising service expectations often lead to long processing times, high costs and a heavy workload for customer service.
Solution
BSI is the solution.
Using BSI’s intelligent input management, Techem automates the entire inbound process, from classification to assignment to the correct business case. As a result, approximately 2.2 million inquiries are processed annually across all inbound channels. Of these, 948,000 business cases are automatically created from the e-mail channel alone, 180,000 e-mails are intelligently filtered out and the correction rate for request assignment is reduced by 10%. Techem benefits from lower costs, faster response times and significantly improved service quality.
Customer inquiry
Lena contacts customer service via e-mail.
Intelligent inquiry recognition
AI automatically analyzes the inquiry, recognizes the topic and prioritizes the request.
Automated processing
The request is forwarded directly to the appropriate department or processed entirely automatically.
Fast response for Lena
Lena receives a response more quickly, while, at the same time, the workload on service teams is reduced.
“BSI has significantly improved our customer service. We are reducing costs, speeding up the processing of inquiries and gaining valuable insights from the logging. This allows us to respond more quickly and continuously enhance the quality of our issue resolution.”
Let’s talk
I would be happy to assist you at any time.
Sebastian Louis
Community Manager Energy & Utilities
+49 (211) 5455 85 15
sebastian.louis@bsi-software.com