case study
Energy & Utilities
How Enerwave automates 18k+ customer support conversations with Moveo.AI
x9 ROI
+€228k savings/yr
18k+
monthly conversations
4/5
Stefanos Antonaros
Customer Applications Product Owner Enerwave
The platform has significantly improved customer experience by automating customer support services, reducing costs, and increasing accessibility for customers across multiple channels. With Moveo.AI, we've adopted technologies like generative AI to deliver more dynamic and personalized customer interactions.
The challenge
With a growing customer base and rising demand for instant answers, Enerwave needed to reduce the load on its support team while offering 24/7, uninterrupted assistance.
The solution
Enerwave deployed Jool, a GenAI-powered agent built on Moveo.AI's proprietary LLMs that continuously improves and aligns with the company's customer service goals.
The result
Jool has evolved into a core customer communication tool, automating 18K+ monthly conversations with an 83% resolution rate and saving more than 15,000 agent hours per year.
About Enerwave (formerly Elpedison)
Enerwave is a leading energy provider in Greece, offering electricity and natural gas services to residential and commercial customers across the country. Serving a large and diverse customer base in a highly competitive market, the company places strong emphasis on delivering reliable and efficient customer support while managing the complexities of utility billing cycles, service inquiries, and payment-related assistance.
INDUSTRY: Energy & Utilities
HQ: Greece
TIME TO MARKET: 10 Days
USE-CASE: Customer Support
Scaling customer support without scaling headcount
With a growing customer base and rising expectations for instant answers, Enerwave's support team was stretched thin. The majority of inbound requests were repetitive: account balances, billing details, meter readings, personal info updates. Agents were spending most of their time on routine tasks instead of the complex cases that actually require a human touch.
Driven by a commitment to elevate the customer experience and respond to the increasing demand for self-service, Enerwave set out to innovate its support channels. In search of a platform that could balance performance, scalability, and customer satisfaction, Enerwave chose Moveo.AI. The platform stood out for its advanced NLU and NLP capabilities, intuitive interface, and out-of-the-box integrations with key channels and CRMs including WhatsApp, Meta, Viber, Web Chat, and Salesforce.
Jool: a GenAI-powered agent across every channel
Enerwave partnered with Moveo.AI to deploy Jool, a GenAI-powered support agent capable of managing over 18,000 monthly interactions across WhatsApp, Meta, Viber, and Web Chat, with deep Salesforce CRM integration.
By leveraging Moveo.AI's advanced capabilities built on Large Language Models, Jool fully automates Enerwave's highest-volume support tasks: retrieving account statements, managing billing ledgers, submitting meter readings, and updating personal information. Customers now complete these actions independently, 24/7, with no queue and no wait.
For inquiries that need a human, Jool escalates seamlessly via live chat, connecting customers to the right team without friction. And by integrating with Salesforce, Jool turned Enerwave's support channel into a growth engine, capturing leads outside of business hours and automatically creating follow-up tasks in the CRM for the Sales team.
The result: an 83% self-service rate, 15,000+ agent hours saved per year, and tremendous savings on customer support while delivering an excellent customer service.
