A leading utility company faced significant challenges in managing customer inquiries during service outages and billing disputes. During these times, the company's customer service lines were inundated with calls, leading to long wait times and frustrated customers. The company recognized the need for a more efficient solution to handle these high-volume inquiries, especially during emergencies like storms or system failures.

The utility company deployed SMARTY Agent to enhance its customer service operations. SMARTY Agent, with its AI-driven capabilities, was able to quickly triage customer inquiries, identifying the nature of each request—whether it was a service outage report or a billing question—and routing it to the appropriate resources. The AI system provided instant updates on service restoration timelines and offered quick resolutions to billing issues, reducing the burden on human agents and improving response times.

After implementing SMARTY Agent, the utility company saw a 50% reduction in call handling times during peak outage periods and a significant decrease in customer complaints related to billing disputes. Customers received faster, more accurate information, leading to higher satisfaction rates. The company's ability to quickly address service disruptions and billing inquiries not only improved its customer service ratings but also enhanced its overall operational efficiency.