News : Endesa Taps IBM Watson and IBM Cloud to Deliver Customer Service
Madrid, Spain, May 15, 2019 -- Working with IBM, Endesa, a Spanish energy power company, has transformed its call center into an AI contact center to help deliver quick and personalized customer service. Using IBM (NYSE: IBM) Watson Assistant, Endesa built a virtual assistant to enable clients to get immediate answers to their inquiries, and empowering call center agents to focus on more complex requests and selling products and services.
As customers of utilities providers expect quick, personalized and convenient services, the top priority for contact center executives is to improve the customer experience. In this context, early adopters of artificial intelligence (AI) technology report improved customer service as a top outcome as reported in the IBM study "The cognitive advantage global market report".
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"We found that our live agents are asked with the same routine, non-complex questions 40% of their time. Our assistant built on IBM Watson gives customers 24/7 access to resolve these issues and more importantly, it allows our human agents to focus on the questions that require more in-depth problem solving -improving our service to customers significantly," says Endesa Innovation, Technology and Partners Director, Jorge Honorio Domínguez.
"As energy companies spur innovation and accelerate digital transformation journeys, there is incredible potential to use AI for these important projects. They need an AI platform that is ready to scale, provides industry-specific capabilities and can quickly and easily be embedded into an organization's business process. With IBM Watson, Endesa is embracing AI to provide a superior experience to their customers," says IBM Global Business Services Utilities Cognitive Leader, Anselmo Trillo.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Personalization
More Editorial From IBM
With more than 30 years voice research and more than 150 voice patents, IBM is key industry player providing access to data through end-to-end voice integrated solutions. IBM also makes chips for a wide range of devices from the world’’s most powerful computers to the smallest cell phones.
Endesa is Spain's largest electricity company and the second largest operator in the gas segment.
Published: Friday, May 17, 2019
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