Efficient customer service with AI
At a Glance
The Company
e-regio GmbH & Co. KG
Head Office
Euskirchen
Industry
Energy
Key Figures
20+ User
2 months of implementation
Technology
ITVT E-Mail Copilot
Microsoft Dynamics 365
Microsoft AI (Copilot, Azure AI)
Microsoft Power Platform
Microsoft Azure
The Challenge
e-regio GmbH is a long-standing energy supplier for the district of Euskirchen, the Rhein-Sieg district and the municipalities of Vettweiß and Heimbach (NRW). The supply portfolio includes water supply, electric and natural gas mobility, photovoltaics, and customized heating solutions.
A major challenge for e-regio’s customer service before the start of the project was the time-consuming task of sorting and distributing incoming customer emails from the central email inboxes to the relevant service teams.
As an existing customer of our CRM solution Stadtwerk365, e-regio was therefore looking for an innovative AI-based solution for customer service to simplify and automate the previously purely manual processing of emails.
The solution needed to integrate seamlessly into the existing Dynamics 365 customer service app and offer maximum flexibility so it could be easily adapted to individual business processes.
The Solution
Based on Microsoft Dynamics 365 and the ITVT Stadtwerk365 solution, the ITVT project team was quickly able to put the AI-based ITVT E-Mail Copilot into operation in e-regio’s customer service.
ITVT E-Mail Copilot is an AI application specially developed by ITVT with the aim of automating workflows in e-mail communication. Using the latest AI generation of Azure OpenAI, ITVT E-Mail Copilot analyses and understands customer e-mails and recognizes both the concerns and the customer data required for processing (such as contract number or meter reading) from the free text.
This enables the Copilot to route customer emails reliably and automatically to the relevant service teams and to automate business processes such as meter reading notifications or changes to installments using the data obtained.
Benefits
Thanks to the ITVT E-Mail Copilot, e-regio benefits from the following advantages:
- Intelligent routing – the Copilot automatically captures and correctly forwards all emails in the Stadtwerk365 customer service module to the responsible clerk.
- Process automation – data such as customer numbers, meter readings and cancellation deadlines are extracted automatically. This means that processes such as meter reading notifications, budget billing changes or master data changes can be fully automated.
- Multi-intent capability – ITVT E-Mail Copilot can reliably recognize several customer concerns within the same e-mail and classify them separately. This means that every customer enquiry is recorded automatically.
- Insights into customer interactions – Copilot identifies additional aspects within the communication, such as customer sentiment and language.
- Precise recognition – the system recognizes and categorizes customer concerns and content efficiently and with maximum precision.
- Fast deployment – Copilot can be put into operation immediately and does not require a long training phase for the AI.
- Document recognition – thanks to the integrated Azure OCR, not only emails but also scanned letters can be easily processed.
Project Management
At the start of the project, the email correspondence was analyzed together with the e-regio team and classified according to concerns and topics. Based on this information, the corresponding subjects and prompts were configured in the ITVT E-Mail Copilot and optimized during a short test phase.
The system was then put through its paces using manual test emails. Minor adjustments were made immediately based on the results.
Training and Support
Thanks to its seamless integration into the customer service module of the Stadtwerk365 solution, the ITVT E-Mail Copilot does not require any separate user training. Adjustments to the Copilot in the event of changes to the processes and workflows of the customer service team are completely intuitive.
Outlook
With the help of the ITVT E-Mail Copilot, e-regio digitally strengthened its customer service smartly and greatly reduced the workload.
relieve the burden. Thanks to the streamlined and automated processes, customer enquiries can now be processed in a significantly shorter time
and relieves the burden on employees in their day-to-day work. This has enabled a significant reduction in time and process costs.
In the next phases of the project, the efficiency of e-regio’s customer service will be significantly increased by the ITVT E-Mail Copilot and
Stadtwerk365 as they continue to automate more service processes.
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“With the ITVT E-Mail Copilot, we have established a direct recognition and assignment of e-mails and letters, which we previously had to do manually in a time-consuming manner. In the future, we will be able to ensure much better that our customers’ requests reach the right employees and that the task can be completed promptly. The resulting skill-based routing is very important to us.”
Sebastian Steffens
Product Area Manager Commodities
