Luware boosts energy utility customer satisfaction with AI-powered call automation
Luware, working with energy utilities, implemented advanced AI-driven solutions to automate customer service and call management during outages and peak events. The solution utilizes intelligent call routing to prioritize high-urgency situations such as power line failures or gas leaks, an AI-powered virtual user/FAQ agent for routine queries, and WhatsApp Deflection for non-urgent case handling. Field technicians and customers interact with AI voice bot systems that efficiently gather and route information to agents with the right expertise. All calls are transcribed and summarized using AI, speeding documentation and ensuring audit-readiness for regulatory oversight. Agents are relieved of manual documentation responsibilities and supported by outbound Power Automate workflows, which enable proactive appointment reminders, outage notifications, and check-ins. The automation provided increased customer NPS by 23 percent, reduced wait times, improved agent efficiency, and enabled better regulatory compliance audit trails. During power outages, citizens receive faster, tailored service, while non-urgent requests are deflected to digital channels, easing agents' workloads and controlling call volumes.
- Organization
- Luware
- Industry
- Energy & Utilities
- Location
- Global
Reported outcomes
+23%
quantified impactCustomer experience
Strategic outcomes
Catalog median for customer experience deployments: +69% across 99 reported metrics. Compare benchmarks →
Primary read
Use case focus
Showing 3 of 4
- 1AI-driven customer call routing for energy utilities
- 2Automated inbound and outbound call documentation with CRM integration
- 3Virtual user/FAQ agent for energy customer support
- High call volumes during power outages and urgent events disrupt customer service.
- Manual documentation burden on customer service agents.
- Difficulty prioritizing urgent issues such as gas leaks during crises.
- Increasing need for regulatory compliance and deeper audit trails.
- Customers expect 24/7 access to service and fast answers to common queries.
- Implemented intelligent call routing based on urgency detection using AI.
- Deployed AI-powered virtual user/FAQ for routine customer requests.
- Used WhatsApp Deflection to manage high volume, non-urgent cases safely to digital channels.
- Power Automate-based outbound workflows for appointment reminders and outage notifications.
- Voice bots gather details from the field and route calls to specialized support agents.
- Customer NPS scores increased by 23%.
- Agent efficiency and confidence improved during crisis events.
- Wait times significantly reduced for urgent issues.
- Regulatory audit trails enhanced with complete call transcription and automatic CRM integration.
Architecture
AI urgency detection system identifies critical call topics and automatically prioritizes routing via intelligent distribution systems. Voice bots collect incident details from field or public callers, routing to agents. All conversations are AI-transcribed with summaries auto-integrated into CRM or ticketing platforms. WhatsApp Deflection manages overflow of routine calls to digital channels. Power Automate triggers outbound reminders and notifications, shifting workflow from reactive to proactive.
Sources & evidence1
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