case study
Utilities
How ELPEDISON achieved a 5x ROI in just 12 months
How ELPEDISON achieved a 5x ROI in just 12 months
6K
conversations per month
conversations
per month
83%
self-service rate
SELF-SERVICE RATE
3.8/5
chatbot CSAT score
The challenge
ELPEDISON'S commitment to customer excellence and the need for self-service automation led them to explore new communication channels and swiftly move towards more automated, scalable solutions
The solution
ELPEDISON selected Moveo.AI for its user-friendly platform, advanced NLU and NLP capabilities, and seamless integration with CRM and communication channels such as WhatsApp, Meta and Salesforce
The result
Moveo's AI solution has saved ELPEDISON over 2.5K work hours, achieving a self-service rate of over 80% and reducing the average handling time of requests by more than 50%
About ELPEDISON
About ELPEDISON
ELPEDISON is the 1st independent Energy Producer in Greece. ELPEDISON is a joint venture between the Greek company HelleniQ Energy and the Italian energy giant Edison.
ELPEDISON is involved in supplying electricity and natural gas to residential, commercial, and industrial customers, offering flexible energy plans and customer-centric services.
ELPEDISON is the 1st independent Energy Producer in Greece. ELPEDISON is a joint venture between the Greek company HelleniQ Energy and the Italian energy giant Edison.
ELPEDISON is involved in supplying electricity and natural gas to residential, commercial, and industrial customers, offering flexible energy plans and customer-centric services.
INDUSTRY: Utilities/ Energy
HQ: Greece
PROJECT IMPLEMENTATION: 3 weeks per use case
INDUSTRY: Utilities/ Energy
HQ: Greece
PROJECT IMPLEMENTATION: 3 weeks per use case
THE CHALLENGE
THE CHALLENGE
Empowering self-service automation
Empowering self-service automation
Driven by a commitment to elevate the customer experience and respond to the increasing demand for self-service, ELPEDISON embarked on a journey to innovate its support channels. The goal was to provide customers with 24/7, uninterrupted support, ensuring quick access to assistance whenever needed, without time restrictions.
Driven by a commitment to elevate the customer experience and respond to the increasing demand for self-service, ELPEDISON embarked on a journey to innovate its support channels. The goal was to provide customers with 24/7, uninterrupted support, ensuring quick access to assistance whenever needed, without time restrictions.
After an extensive search, ELPEDISON selected Moveo.AI's platform for its alignment with business needs, easy-to-use interface, advanced NLU and NLP capabilities, and out-of-the-box integrations with key channels and CRMs like Meta, WhatsApp, and Salesforce.
After an extensive search, ELPEDISON selected Moveo.AI's platform for its alignment with business needs, easy-to-use interface, advanced NLU and NLP capabilities, and out-of-the-box integrations with key channels and CRMs like Meta, WhatsApp, and Salesforce.
THE SOLUTION
THE SOLUTION
A GenAI solution for Sales & Customer Service
A GenAI solution for Sales & Customer Service
For Sales
ELPEDISON leverages Moveo's live chat functionality alongside its GenAI agent to seamlessly escalate potential clients to the Sales team. By integrating Moveo.AI with Salesforce, ELPEDISON has successfully captured valuable leads outside of standard working hours, automatically creating tasks in the CRM for follow-up. This solution ensures no lead goes unnoticed and enables the Sales team to manage opportunities generated around the clock efficiently, enhancing lead response time and overall customer engagement
For Sales
ELPEDISON leverages Moveo's live chat functionality alongside its GenAI agent to seamlessly escalate potential clients to the Sales team. By integrating Moveo.AI with Salesforce, ELPEDISON has successfully captured valuable leads outside of standard working hours, automatically creating tasks in the CRM for follow-up. This solution ensures no lead goes unnoticed and enables the Sales team to manage opportunities generated around the clock efficiently, enhancing lead response time and overall customer engagement
For Customer service
ELPEDISON clients now enjoy a fully automated, 24/7 self-service experience across a variety of essential tasks, all accessible through their preferred communication channels. Whether retrieving account statements, managing billing ledgers, submitting meter readings, or updating personal information, customers can complete these actions independently, reducing the need to contact support directly
For Customer service
ELPEDISON clients now enjoy a fully automated, 24/7 self-service experience across a variety of essential tasks, all accessible through their preferred communication channels. Whether retrieving account statements, managing billing ledgers, submitting meter readings, or updating personal information, customers can complete these actions independently, reducing the need to contact support directly
"The platform has significantly improved customer experience by automating services, reducing costs, and increasing accessibility across multiple channels. With Moveo.AI, we've adopted technologies like generative AI to deliver more dynamic and personalized customer interactions."
"The platform has significantly improved customer experience by automating services, reducing costs, and increasing accessibility across multiple channels. With Moveo.AI, we've adopted technologies like generative AI to deliver more dynamic and personalized customer interactions."
Customer Applications Product Owner @ ELPEDISON
Customer Applications Product Owner @ ELPEDISON
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Platform
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Contact
368 9th Ave.
New York, NY
10001, USA
Avenida Paulista, 1374
Bela Vista, São Paulo
SP 01310-100, Brazil
Makedonon 8
Athens, Attiki
11521, Greece
info@moveo.ai
Moveo.AI © 2024 | All rights reserved.
Platform
Solutions
Contact
368 9th Ave.
New York, NY
10001, USA
Avenida Paulista, 1374
Bela Vista, São Paulo
SP 01310-100, Brazil
Makedonon 8
Athens, Attiki
11521, Greece
info@moveo.ai
Moveo.AI © 2024 | All rights reserved.
Platform
Solutions
Contact
368 9th Ave.
New York, NY
10001, USA
Avenida Paulista, 1374
Bela Vista, São Paulo
SP 01310-100, Brazil
Makedonon 8
Athens, Attiki
11521, Greece
info@moveo.ai
Moveo.AI © 2024 | All rights reserved.