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Primeo Energie is a leading Swiss energy company with two locations in Switzerland and France. Primeo aims to motivate households to become smart and sustainably mobile to ensure efficient energy use. The company develops solutions for private households, businesses, energy utilities, cities and municipalities. The focus is on the business areas of energy, network, heat and renewable energies. In order to further develop its competencies in energy sales for utilities and business customers, Primeo works together with the Electricity Plant of the Canton of Zurich.
Starting point
Primeo's chatbot covers many areas of application and exciting use cases. First and foremost, the digital assistant ensures that every customer has the option of using customer service on the homepage for private customers. Depending on the website, the chatbot window opens automatically, as is the case on the contact page, or has to be clicked on deliberately, as is the case on the start page, for example. In dialogue with the chatbot, customers then have the opportunity to obtain information, order messages, or have other concerns and questions answered directly.
Idea & Implementation
The use cases covered by the chatbot are first of all relocation notifications (moving in or out) or change of ownership. Here, the chatbot records all the necessary information from the user and transmits it directly to the service center with the help of the Robot Module. The customer can also use the bot to obtain information on electricity prices, tariffs, product changes, and energy-saving measures. For this purpose, the chatbot guides the searcher via link to the corresponding information source or to the correct form. The user can also retrieve information on the topic of invoices or resolve concerns. For example, copies, deadline extensions or an installment payment can be requested, or the method of invoice delivery can be adjusted. Therefore, the Primeo Assistant not only answers questions and directs the person searching to the appropriate document, but is also capable of recording customer information and passing it on to customer service in a structured manner so that the customer concern can be resolved efficiently.For Primeo Energie, it is important that the chatbot can reduce the number of direct inquiries to customer service for the selected use cases. This gives the service center employees more time to deal with more complex concerns in their daily work.
The Primeo Assistant chatbot recently went live. Primeo Energie is eager to see the first results. Further project phases are already planned, such as a bot that facilitates the registration process and supports customers with any registration problems. This will allow existing customers to view information about their own bills. There is also a desire to establish a connection to the Primeo customer portal in order to simplify the registration process and thus generate more traffic.
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