eprimo : Using AI to augment the digital service experience for customers

Consumers leading a connected lifestyle expect instant service. If they don’t get it, they often switch to a competitor. This led eprimo GmbH, an energy discounter in Germany, to engage IBM Services to develop a digital customer interaction channel, or chatbot, for its call center. “Sophie” is a 24x7 conversational agent powered by IBM Watson AI technology and run on IBM Cloud that automatically handles customer queries by pulling answers from a knowledge base of historical service records. Sophie is helping eprimo drive digital transformation, raising its digital contact rate to 75% and answering 70,000 chats monthly.

"We knew IBM Watson as a technology will help us at scale on improving our customer service. And basically, this was one of our key projects to drive the digital transformation," explains Jens Michael Peters, CEO, eprimo.

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•IBM Client References: http://bit.ly/1hzYvlB