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Enedis reaches 75% of 
self-service over the phone
 on “delivery point” searches

Case study

Summary

Every year, Enedis receives 360,000 calls from partners in need of a “delivery point” number. This use case with no value mobilized 20 FTEs.

To handle these repetitive requests, Enedis implemented an AI-powered voice agent capable of delivering the right delivery point number.

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Key figures

16 FTEs

Reallocated to high value-added tasks.

75%

Of automated self-service calls.

-40 %

On average handling time (AHT).

"Thanks to the voice agent, advisors can be employed on higher value-added tasks, making the work of the agencies more fluid"


Silvia Fabarro
Manager of the Clients, Territories & Europe Department

Discover Enedis' voice agent project

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