CASE STUDY > Case study AGN ENERGIA

Case study: INGO and customer service optimization at AGN ENERGIA

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CLIENT

AGN ENERGIA

MARKET

Utilities

SERVICES

Automation

Innovative solutions for customers' evolving needs

The customer AGN ENERGIA had expressed the need to handle an increasing volume of calls and, at the same time, to optimize its customer service.
In 2021 a self-reading service with voicebot was implemented, then in 2022 voice recognition was implemented. Whatsapp information channel with chatbot was then introduced in 2023.

INGO AGN ENERGIA

The evolution of the service, based on customer requests, has improved the accuracy and speed of customer identification, with a success rate of up to 65%, while also meeting industry SLAs in 100% of cases.

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In the competitive and regulated electricity, natural gas, and energy efficiency sales industry, customer service quality is a crucial factor in maintaining loyalty, ensuring satisfaction, and meeting regulatory obligations. Investing in a structured partner that integrates technological expertise, industry-specific experience and a strong focus on quality is a key lever to strengthen the company's competitive position and improve the overall customer experience.

Marco Poggetti - Power&Gas Operations and Efficiency Director

Find out more about our CX services

INGO, thanks to multichannel and technological innovations, is able to build specific projects for each company, following the process from the initial analysis phase to the implementation of integrated, scalable and modular omnichannel strategies. For over 20 years, Made in Italy at the service of the customer experience.

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