Eneco call and chat AI summaries

door Eneco

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Eneco's Dutch privacy statement (version 12/25) says Eneco may use artificial intelligence to convert recorded phone calls and chat sessions into text, summarise them and analyse them. Eneco records when and about what customers contacted it, for training, quality and evidence purposes. The statement does not name the supplier or model. In a February 2024 interview Eneco's customer-care manager said about 95% of staffed customer contact is outsourced to large contact-centre suppliers, while customer experts, process and AI specialists stay in-house. The same interview describes sentiment and trend analysis of conversations as work still done by analysts, with AI listening across all calls as an ambition.