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MAINGAU:
Transforming customer service with a gen AI based chatbot

From pilot to perfection: The gen AI based chatbot CARLA provides 24/7 customer support for more than 800.000 satisfied clients

Scaling customer service for a growing client base

 

MAINGAU Energie, a nationwide energy supplier, faced the challenge of managing an expanding customer base of over 800.000 clients. With increasing demands for customer support, the company needed a solution that could ensure fast, efficient, and always-available service. Traditional customer service channels were becoming overwhelmed, and the company sought a solution to handle routine inquiries, provide 24/7 support, and enhance customer satisfaction.

 

Introducing CARLA, the AI assistant

In collaboration with IBM, MAINGAU Energie developed CARLA, an AI-powered assistant designed to revolutionize customer service. The goal was to build a chatbot that could interact with customers, handling a wide range of inquiries, including meter readings, account information, and product details, all 24/7. The idea was to give customers instant access to support via web chat, WhatsApp, and even over the phone, while providing a high level of personalization and service continuity.

 

Fast implementation, seamless integration

 

CARLA was designed as a Minimum Viable Product (MVP) and launched in just twelve weeks to handle inquiries via web chat. It was then optimized and integrated with MAINGAU Energie’s CRM & ERP systems, gradually expanding to support additional channels, including WhatsApp and voice interactions. By leveraging IBM Watson Assistant for intent recognition and dialog design, as well as Watson Visual Recognition for image processing, CARLA evolved into a highly efficient customer service agent.

In less than a year, CARLA achieved impressive results: “she” now recognizes 85% of all meter readings through call and web chats and processes 50% of all meter reading inquiries on the phone and consistently receives 75% positive feedback from customers. By integrating with backend systems, CARLA not only offers real-time responses but also accesses detailed customer data to answer complex queries like tariff advice and billing details.

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Let’s get started!

Work with our experts to stay in pole position for the generative AI race!

Michael Frommelt

DTT AI & Automation, IBM Consulting DACH

michael.frommelt@de.ibm.com

Christian Koppenhöfer

Partner - Energy & Utilities

koppenhoefer@de.ibm.com