E.ON teams up with AI startup Aaron.ai to bring digital assistant to customer service

20 November 2020
E.ON teams up with AI startup Aaron.ai to bring digital assistant to customer service

E.ON’s customer service provider for German network operators e.Kundenservice Netz now brings a fresh slice of digital assistance to its customer service experience

Customer service centres have long tried to maximize performance and reduce time spent per call but were always restricted by availability and training of staff. Today, AI is already making it possible to bring efficiency to customer service centres in ways never imagined before.

To automate request handling and increase customer experience in their customer service centres, e.Kundenservice Netz – E.ON’s customer service provider for German network operators – has joined forces with German startup Aaron.ai. Founded in Berlin in 2015, Aaron.ai combines human expertise and artificial intelligence to help companies understand customer requests better and handle them more efficiently.

Across industries, the volume of customer calls is higher than ever. Here solutions like Aaron.ai come in handy, especially when it comes to pre-qualifications and standardized queries such as payment schedule changes, fault reports and meter readings.

To tackle the latter, EKN and Aaron.ai have jointly developed a platform, in which EKN can receive meter readings using an AI-based customer dialogue on the phone. “We’ve started by automating EKN’s most frequent service request on the phone: meter readings. Since then, we’ve been working towards more digitalized, best-in-class phone services, which serve customers 24/7 without waiting time,” says Tobias Wagenführer, Founder and CEO of Aaron.ai

By jumping onboard with EKN, the startup has been able to provide customers of E.ON’s German network operators with a whole new way of interacting when it comes to receiving help on the phone – without any waiting time. “We have started the first test with Aaron.ai back in 2018,” says Verena Hirschmann, customers manager at EKN. “I especially like the fact that artificial intelligence understands our customers, no matter how they express themselves. Almost like a human being.“

Since the beginning of 2020 until end of September, Aaron.ai digital assistant has automised 100.000 customer interactions. “There are still many areas, in which Aaron.ai can increase efficiency and customer satisfaction. This cooperation is a great example of how a partnership with a startup can make a real difference for a business,” concludes Samuel Gerlach, Manager Partnerships and Acceleration at E.ON Innovation.

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