Energy supplier customer service teams handle tens of thousands of billing queries, tariff change requests, and smart meter appointments annually — with complex, individualised responses required for each customer.
Energy billing is complex and personalised. Agents navigate 4–6 applications per call — meter data, tariff history, Direct Debit records, consumption patterns — across multiple platforms, reducing time for actual customer support and inflating handling time and errors.
A billing dispute used to take four transfers and three days to resolve. Now the agent has everything in one view, Copilot drafts the response while they're talking, and the customer gets a resolution in one call. Our formal complaint rate has dropped 40% in a year.
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