Chatbot Case Study
How Süwag's chatbot answers standard questions and achieves top marks in customer service.
"With "Karl", we are pleased to make another digital trend tangible and usable for our customers. Our chatbot optimally complements our existing online channels and offers our customers the opportunity to get answers to questions about Süwag or their energy product around the clock. In addition, we are proud to provide our customers with Karl, a virtual assistant who perfectly supports them in communicating their meter reading and can even help them find the right tariff."
Benjamin Ritter
Digital Marketing Officer, Süwag Vertrieb AG & Co. KG
Branch
Tourism
Company size
18.000+ employees:inside
Region
Switzerland
Product
HR Chatbot
These customers already trust us. When are you in?
96 %
Response detection achieved through targeted data analysis of conversations
70 %
of the users rate 'Karl' positively after their chat
Most frequent questions
FAQ
Report meter reading
Find tariff
Süwag Vertrieb AG & Co. KG is a regionally rooted energy supplier and supplies more than 800,000 private customers in Hesse, Baden-Württemberg, Rhineland-Palatinate and Lower Franconia with electricity and gas.
In 2021, a total of 1.8 million inhabitants in these regions were supplied with electricity by Süwag through concessions.
As an innovative, customer-oriented and sustainable company, Süwag is facing up to the growing expectations for digital accessibility and comprehensive online services and is guided by its strategic guiding values of "greener - regional - digital".
Challenge
What was needed was an efficient solution that could be implemented quickly to relieve the service staff of the many recurring requests for changes to customer data and queries about bills and rates.
In addition, customer satisfaction should be increased by providing a high density of information and with 24/7 accessibility.
Automated processes, such as those for reporting meter readings or relocations, should reduce the manual effort on both sides - customer and company.
Solution
One of the digital self-services that customers most frequently want is to be informed of their meter reading.
In this use case, the chatbot on the website takes the meter readings and forwards them directly to the company's internal SAP system. There, the meter readings are automatically processed. With just a few entries, the user can transmit his or her meter reading within a very short time.
In addition, the chatbot offers customers the option of taking their electricity and gas contracts with them to their new home without any complications in the event of a move. All they need to do is verify their customer and meter numbers and enter the new home address where Süwag will continue to supply electricity and gas.
The chatbot is intended to increase the likelihood that the customer will remain a customer of Süwag despite his/her move and will continue to retain the contract for his/her new home by making it as easy as possible for him/her to report his/her move through the chatbot.
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Learn in detail how Süwag provides excellent support around the clock.