The Challenge
A major Canadian utility provider serving over 270,000 customers aimed to deliver safe, reliable electricity while maintaining outstanding customer service. The organization experienced surging contact center volumes during peak periods—particularly during outages and billing cycles. This led to:

• Longer wait times for customers
• Increased strain on contact center agents
• A growing need for 24/7 self-service options

The Solution
Designed to improve customer experience, the solution provided fast, reliable answers to common service inquiries by drawing from real-time internal and external knowledge sources. It was built with a focus on scalability, security, and utility sector requirements.

Connex deployed a state-of-the-art AI chatbot solution leveraging Google Dialogflow CX. The goal was to offer an intelligent self-service experience that could:

• Handle common inquiries around outages, billing, and account services
• Scale dynamically during periods of high demand
• Utilize a dynamic knowledge base that pulls from both internal documentation and external URLs, ensuring the bot always provides up-to-date information

Key Features

• Conversational AI powered by Google CX for advanced, multi-turn dialogues
• Knowledge integration from live sources, reducing manual content upkeep
• Seamless handoff to live agents for complex queries
• Deployed with scalability and security in mind for the utility sector

What set us apart: Connex brought deep expertise in AI-powered CX and a proven track record in the utility sector. Our ability to design and implement dynamic, multichannel self-service solutions—along with seamless agent handoff—ensured both high user satisfaction and operational efficiency.

The Outcome
With Connex’s support, the utility provider achieved measurable results:

• Reduced call volumes during peak periods
• Improved customer satisfaction through faster, more reliable access to information
• Enhanced agent productivity by offloading routine inquiries
• Established a future-ready platform that supports continuous learning and expansion
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“Connex went beyond a typical vendor relationship—they brought insight, precision, and a solution that fit like a glove. Their AI deployment transformed how we support customers, especially when it matters most.”
— Manager, Customer Experience, Major Canadian Utility Provider