The CESC Streamlines Customer Support Operations with Chatbot, Saving 276%+ in Operational Costs

About Customer

The Calcutta Electric Supply Corporation (CESC), founded in 1899, holds the distinction of being India’s first fully integrated electrical utility company. With a legacy spanning over a century, it has been consistently generating and distributing power across Kolkata and Howrah.

Customer Objectives

• Implement automation to streamline support processes and reduce reliance on manual or human intervention.
• Improve efficiency to deliver quicker resolutions and significantly reduce customer wait times.
• Transition from physical to digital channels to efficiently manage and resolve high volumes of customer complaints.

Our Solutions

Floatbot.AI successfully deployed a Chatbot across CESC’s Website and Mobile App (Android & iOS) in 12 weeks of finalizing their requirements. It streamlined customer interactions, offering multiple services and information through a single touchpoint,
including efficient complaint docketing.

The Chatbot delivered smart, real-time support, reducing customer wait times and ensuring seamless issue resolution. For complex queries, our solution offered an agent fallback option, enabling smooth transitions to human support when needed.

• Streamlined Customer Interactions
  A single touchpoint for multiple services and complaint docketing simplified customer experiences.
• Reduced Wait Times
  The Chatbot significantly reduced wait times, ensuring customers experienced fast, uninterrupted support, resulting in higher CSAT.
• Context-AwareConversations
  The Chatbot delivered intuitive, contextaware conversations, effortlessly guiding customers to solutions.
• Seamless Agent Handoff
  Complex queries were efficiently routed to human agents, maintaining service continuity.

The Results