KPN Contact Center voicebot
by KPN
Eneco runs its customer contact on KPN's contact-centre platform, which KPN builds on Genesys Cloud. In a February 2024 KPN interview, Eneco's Manager Customer Care and Operations said all incoming contact is pre-routed by a voicebot so customers reach the right customer expert quickly, and that Eneco has used AI in voice and chatbots for more than five years. Bots absorbed the contact surge during the 2022 energy crisis, but Eneco keeps human experts for distressing and emotional cases. Customer satisfaction did not drop because of the bots, according to Eneco. The interview does not name the speech or language engine behind the voicebot.
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