- Case Study
Inquiry management with deepassist AI – Energie 360° relies on transparent email automation in customer service
Energie 360°, one of Switzerland’s leading energy providers, stands for sustainable and tailored energy and mobility solutions. However, as the company grew, so did the number of incoming email inquiries – increasing by an astonishing 140 percent over the past seven years to around 20,000 messages per year.
Optimization by deepassist
84%
RECOGNITION RATE OUT OF THE BOX
+
FOUNDATION FOR FURTHER AUTOMATION STEPS
- 22%
average handling time
CUSTOMER
ENERGIE 360°
INDUSTRY
UTILITY SERVICES
COMPANY SIZE
500 – 1.000
Increasing Volume and Complexity in Inquiry Management
Inquiries in the energy sector are not only becoming more numerous but also more diverse and complex. At the same time, detailed information is often missing in emails, making it difficult to process cases to completion.
Employees are increasingly confronted with repetitive tasks such as obtaining missing information, routing, and manual data entry, while the complexity of the system landscape continues to grow.
Benefits of deepassist AI
Industry specific
The deepassist AI already possesses relevant knowledge of the public transport sector, significantly reducing the training effort required.
Safe & Audit-ready
deepassist makes 100% transparent decisions and complies with both the EU AI Act and GDPR, ensuring a high level of security and accountability.
Intent identification with an 84% accuracy rate thanks to deepassist
With the introduction of deepassist, as a first step toward automated inquiry recognition, categorization, and forwarding of email inquiries, Energie 360° relies on our AI-powered solution for customer service.
The industry solution for energy providers already reliably recognizes the top ten customer service processes for automated inquiry management – such as moving (move-in and move-out), ownership changes, meter readings, and installment plan adjustments – with a recognition rate of 84% “out of the box.”
Thanks to intelligent automation, emails are now quickly, accurately, and transparently assigned to the correct processes and teams. By using deepassist, Energie 360° employees have been noticeably relieved, as inquiry management and many repetitive tasks are now handled digitally. In addition, data-driven decisions can be made, for example regarding further automation steps.
The solution is seamlessly integrated into the existing system landscape and works reliably – despite the large number of programs in use. Furthermore, deepassist offers high scalability, making future growth and the automation of new processes and channels effortlessly possible.
With deepassist, we have significantly relieved our customer service and at the same time laid the foundation for further automation steps. What impressed us most was the high recognition rate of 84% right from day one – without any prior training. The AI solution boosts our efficiency and is now a central component of our automation strategy.
- Michael Störi
- Head of Customer Service at Energie 360°
Conclusion
With deepassist, Energie 360° has taken a decisive step toward future-proof inquiry management. The combination of AI, automation, and industry expertise not only enables faster processing of incoming emails and relieves employees but also creates space for personalized support of complex customer concerns.
The next step of customer service automation with deepassist at Energie 360° is already in planning.
Automate Your Customer Service
During a short demo appointment, we will show you how we automate routine enquiries via telephone, email and chat.
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