Fortune 250 Energy and Utility

AI Email Assistant Slashes Response Time by 50%

Industry

Energy and Utilities

Challenge

A small team struggled with high email volume and slow response times due to manual workflows, static templates, and fragmented data systems.

Results

The new AI solution automated email responses, cutting handling time by 50% and enabling agents to resolve a high volume of inquiries.

Technologies That Powered the Transformation

Oracle Service Cloud, Microsoft Azure, Billing Systems Integration, Meter Management, Knowledge Bases Integration

50% Reduction in Email Response Time

The AI driven solution reduced the average time to respond to customer emails from 5 minutes to just 2.5 minutes. By generating structured, prefilled responses, agents were able to focus on reviewing and sending replies rather than composing them from scratch.

Overview

Faced with rising customer expectations and increasing operational costs, a Fortune 250 energy and utility company sought to modernize its email response system within the call center. With only a handful of agents manually replying to thousands of inquiries from the company's website, response times averaged 5 to 10 minutes per email due to static templates and fragmented systems. To tackle this, rSTAR deployed an AI powered Email Assist solution that learned from six months of historical data, integrated with Oracle Service Cloud, and used internal APIs to auto populate personalized replies. This streamlined workflow enabled agents to quickly review and send responses, cutting handling time in half and significantly improving customer engagement.

Business Problem & Stakes

High Email Volume with Limited Resources: A small team was responsible for manually answering a high volume of email inquiries.
Manual, Time Consuming Responses: Agents manually entered responses into email templates, which took up to 30 minutes per response.
Fragmented Systems and Inefficient Workflows: Agents had to use multiple systems to find necessary information, slowing response time.

rSTAR Solution

AI Powered Email Triage: AI solution automatically categorizes and drafts responses based on historical data. AI generates personalized responses which agents review and send, cutting response times in half.
Seamless System Integration: Solution integrated with Oracle Service Cloud, enabling automatic ticket creation and data retrieval.

Download The Case Study

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