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Service Automation

This project earned public recognition (Cliente S/A 2019 award, Smart Customer 2019 award), improved service, and built the loyalty of the power utility’s customers. The use of virtual services was extended and service costs were down 30%.

Goal

To improve consumers’ experience in their relationship with EDP by modernizing bureaucratic processes and increasing the use of digital channels.

Strategy

1

Results

Integration of all channels – Voice, E-mail, Chatbot, WhatsApp, SMS, social Media and more – to ensure a straightforward journey without repetitive information, adding agility and assertiveness. In one year:

88% customer approval of service received;

Customer-service costs down around 30%;

25% decrease in complaint notes from EDP costumers;

21% increase in usage of the company’s virtual channels.

SLI (Service Level Index) above the goal stipulated by the National Electric Energy Agency – Aneel. The regulatory authority’s ideal index is for 85% of calls to wait in line up to 30 seconds before service. In the two states where EDP operates, its INS exceeds 98%.

8.69 average NPS score.

81% fist-contact case resolution rate.

Distinctions

Cognitive Chatbot and SMSbot

Humanized and transitional VRU

Speech Analytics (real-time)

Virtual Agents

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