Being topical and up to date during difficult times

The energy industry is going through difficult times. One of the major factors in this rough patch, are the dramatically increasing energy prices in Belgium.

Some key figures:

producer and supplier of energy, with a green focus

3thbiggest player in Belgium

> 1millionresidential customers

55,000business connections

Seasonal effects

Keeping up with customer inquiries in the face of acute challenges

Topical and up to date

During temporary situations, like for example an energy crisis or changing regulations for solar panels, specific questions are asked more frequently by customers. Orion can answer quickly and adapt rapidly to these new topics.

Fast, faster ... Orion

Add an extra answer item, and within seconds Orion is informing customers of this new information. End goal: answering your customer's questions while they are being typed in the contact form and preventing them from being submitted.

Tools, channels and devices

one recognition model for all.

Tone of voice

We are active through the CRM system, but also in the contact form. Although the same AI system is used for both, we can alter the tone of voice accordingly. And through both channels we get good results!

Desktop and mobile

It doesn't matter whether the customer is contacting Eneco from a desktop computer or using a mobile phone. Orion will pop up if he knows the answer.

Dispatching to the right team

Whenever an inquiry is in need of a more complex answer, we are able to make things easier for customer support. Incoming emails for example, can get dispatched to the right team for the right answer, so no time is wasted for either the customer or the customer service officers.

no delay

easy to use

up to date

Increase customer satisfaction

Your customers will be delighted having their answer on the spot, with no need to await customer service.

Avoid easy questions

Many customers don't take the time to browse your site in detail. As a consequence they submit questions that take precious time away from your service agents.

No extra channels needed

The contact form is not a chatbot. It's an add-on on top of your existing form. If Orion has nothing to suggest, no answer will be displayed.

Gain insights and improve

Orion gathers detailed statistics on the subject type of various questions. With those insights you'll be able to iteratively create on-the-spot answers.

Real-life results at Eneco

Eneco saw a decrease of 26,5% questions that required human assistance.

We measure everything

The Orion contact form assistant registers the various interactions of customers on the form to collect usage statistics.

The graph below shows questions handled by Orion over time. At Eneco a clear weekly pattern is established. Most receivers ask questions during the workweek: between 3500 to 4500 questions a day.

FAQ

Lingering questions you might have...

Is it a chatbot?

The contact-form assistant is no chatbot, as customers don't engage in a conversation. Instead, customers phrase the question like they normally would. This has the distinct advantage that no extra channels need to be introduced.

How do you integrate the assistant?

The integration is a simple script that can be included on your website. All configuration happens in the Orion backend.

What about language support?

We currently support 49 languages including English, Dutch, French, German, Spanish, Italian, Portuguese, Swedish, Norwegian, Danish,.... with more languages on the way!

My business has some specific customer questions.

We got you covered! Our AI model for utilities is fully extensible. We can add both top-level and detailed recognition categories specific to your organisation.