Chatbot for better customer satisfaction and service automation

AEW Energie AG is an independent energy supply company in the canton of Aargau. With its energy supply, AEW makes a major contribution to increasing the quality of life and attractiveness of the region. AEW has set itself ambitious goals and is aiming for net-zero climate neutrality by 2040 at the latest. As an energy service provider, grid operator and supplier, AEW offers its own customers the production of electricity, heat or cooling. The energy supplier also focuses on electricity production from hydropower, solar and wind energy. In addition to these services, AEW is also active in telecommunications.

Initial situation

AEW Energie AG has over 70,000 customer contacts every year. Customer satisfaction is an important pillar of the values. The website experience and the comprehensibility of the forms on the website are therefore an important aspect. For this reason, AEW primarily opted for a chatbot.

Idea & realization

The AEW Energie AG chatbot proactively collects feedback on notification forms such as moving in and moving out. Customers are also actively asked whether the information and forms they received on the website were easy to understand and/or easy to find. In addition to being a researcher, the bot therefore also acts as an information provider and navigator on the website.

The results show that customers give feedback openly and uninhibitedly via the chatbot and that customer satisfaction has improved noticeably. Regular reporting is created for the chatbot so that customer input can be used to improve the website and customer processes.

In a further step, the chatbot was able to relieve the customer service center of simple recurring questions. These include questions about electricity prices, time zones or saving energy.

Towards the end of 2022, AEW Energie AG launched a new online customer portal. Here, the chatbot will be used for support with the registration process, password resets and faster searches for the right information.

Furthermore, the focus is on the frequently asked questions and answers (FAQs) on the website. The bot should be dynamically and actively available to customers here.

Roger Müller, Head of Service Center at AEW Energie AG, says:

With the chatbot, we were not only able to noticeably improve customer satisfaction, but also relieve our customer service in the area of telephone and e-mail inquiries enormously.

AEW Energie AG is constantly striving to further develop the chatbot for the future.