Andel Energi, Denmark's largest energy supplier, is dedicated to delivering green, future-proof energy solutions to their 1 million households. Committed to delivering efficient and modern customer service, Andel Energi embraced digital transformation to meet the evolving needs of their customers. We met with Marthine Dahl, Performance and Project Manager at Andel Energi, as she shared insights into their digital journey.

Background: Turning challenges into opportunities

When the energy crisis was peaking in 2022, Andel Energi experienced 4.500 calls per hour from frustrated customers dealing with rising energy prices. Overwhelmed by the volume of calls, the company and their 120 agents struggled to manage the overwhelming volume of calls, highlighting the urgent need for a more effective solution. 

Solution: Empowering customer service with AI

In response, Andel Energi embarked on a digital transformation journey. In 2022, they implemented Puzzel’s cloud-based customer experience platform to improve service efficiency. Recognising the potential of AI to further enhance their operations, they introduced an AI chatbot named Energitte in 2023, developed by SupWiz (later acquired by Puzzel). Energitte was designed to handle the high volume of incoming customer queries, providing quick and accurate responses. To further boost internal productivity, Andel Energi also launched an internal chatbot, Energilbert, aimed at streamlining employee workflows and enhancing operational efficiency. 

Results: Elevating customer support and boosting internal productivity

The introduction of Puzzel’s cloud-based CX solution and two AI chatbots has greatly enhanced Andel Energi’s customer service, benefiting both customers and employees. Energitte, the customer-facing chatbot, efficiently handles queries from Andel Energi's 1 million customers, providing swift and accurate responses. Meanwhile, Energilbert, the internal chatbot, utilises generative AI to streamline employees' access to information and knowledge. 

Energilbert boasts a 91% accuracy rate and a 76% success rate in resolving agents' issues, which has significantly streamlined workflows and increased productivity. By facilitating quick access to information, Energilbert allows staff to focus on more complex tasks, improving the overall user experience and operational efficiency. 

Energitte, the AI assistant that played a crucial role during the energy crisis, continues to support Andel Energi's 1 million customers today. With a 74% success rate in providing satisfactory solutions and a 75% accuracy rate in identifying customer queries, Energitte enhances customer interactions and operational efficiency alike. 

The way forward

Looking ahead, Andel Energi plans to further enhance the capabilities of their AI chatbots. They aim to deepen their partnership with Puzzel, exploring new ways to leverage AI technology to better serve their customers. This strategic vision underscores Andel Energi’s commitment to staying at the forefront of technological advancements in customer service.  
 
By embracing cloud and AI technology, Andel Energi is not only improving customer interactions but also setting a benchmark for innovative customer service solutions in the energy sector.