AI Agent for Utilities Customer Service

Less stress for support teams

Belgian energy providers have seen a surge in customer queries. Price fluctuations, changes in government policy, and the shift toward digital platforms all fuel demand for fast, clear answers. But for this provider, the pressure was building. Their service team was overwhelmed by a flood of tickets, many of them repeating the same few questions.

During peak periods, this became a serious problem. Customers had to wait longer for answers, and the service team spent too much time handling issues that could have been automated. Something had to change.

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Smarter service around the clock

To reduce the pressure and improve the experience, the company introduced a smart digital assistant. Available 24/7 via the company website and WhatsApp, the assistant is trained to handle frequently asked questions—quickly, clearly, and consistently.

Whether customers are asking about their invoice, looking for support with the mobile app, or checking account information, the assistant understands what they need and provides a direct, helpful response. Behind the scenes, it uses intent recognition to route questions accurately and provide the right answer.

This means customers get what they need without filling out a form or waiting for someone to reply.

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Support that scales

The results speak for themselves. The assistant now handles a significant portion of incoming questions, reducing the load on human agents and cutting response times. Instead of spending their time on repeat requests, the support team can now focus on the cases that require deeper investigation or a personal touch.

At the same time, customers enjoy a smoother, faster experience—with the ability to get help instantly, wherever and whenever they need it.

It’s a practical solution to a growing challenge—and a powerful example of how AI can improve customer service without compromising quality.

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