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Enedis logo

Enedis

Enedis reduces by 75% the handling of certain calls emanating from energy suppliers, by means of CallDesk virtual voice agent

Enedis is the electricity distribution operator in metropolitan and continental France, a wholly-owned subsidiary of the EDF Group and responsible for managing and developing 95% of the electricity distribution network in France. In this context, Enedis has the obligation to guarantee access to the electricity grid to the customers of electricity suppliers, i.e. more than 35 million customers.

At Enedis, we handle nearly 370,000 calls annually from our energy supply partners searching for a "Delivery Point Number". For these simple and routine calls, the intervention of a human agent provides little added value. We therefore decided to automate the handling of these calls using a virtual voice agent.

Our virtual voice agent, based on CallDesk technology, allows us to process these requests as a human agent would on the phone. Within the first months of deployment in production, we have noticed an understanding rate up to 90%. The final result is very satisfactory since nearly 75% of the calls related to the search of a "Delivery Point Number" are handled entirely by the voice agent. This allows our agents to focus on high value-added tasks and better manage the incoming calls.

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Blue opening quote

CallDesk's agent provides real and concrete help by absorbing more than 75% of a specific type of calls coming from energy suppliers

Silvia FABARRO

Facts

Case Breakdown

Enedis key figures

  • 35 millions customers
  • 14 billions euros of revenue in 2017
  • 52 energy suppliers

Contact center key figures

  • +10M annual incoming call
  • +370K calls related to “Delivery Point Number”
  • 90% of contact via phone

CallDesk x Enedis

  • +90% understanding rate
  • 40% decrease of the AHT
  • 75% less incoming calls handled by agents
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