# Complete AI Coverage Voice, Chat, and Agent Copilot

Essent is the largest energy company in the Netherlands, serving 2.5 million customers through two brands: Essent and Energiedirect. Known for delivering reliable electricity, gas, and sustainable energy solutions, Essent is deeply committed to innovation, customer satisfaction, and accelerating the energy transition.

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## 2M

EUR Annual Savings with Agent Copilot

## 55%

End-to-End automation on Chat

## AI First

All incoming chat conversations are handled by AI first

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By combining Agent Assist, Chat, and Voice AI, we’ve created a seamless, scalable support ecosystem. We’ve improved customer satisfaction, empowered our customer service team with real-time knowledge, and automated around 55% of live chat conversations. Saving millions of euros annually. It’s a true step forward in the way we deliver energy services.”

**Nina Kiemeneij**  
Product Owner Conversational AI

## The Challenge

Operating in a dynamic energy market, Essent handles around 3 million voice calls and 900,000 chats annually. Customers increasingly expect quick, digital-first experiences, especially with the rise of energy transition needs, economic pressures, and government interventions. Internally, teams had to manage an evolving landscape of high inquiry volumes across digital and live channels, creating complexity in routing, response, and knowledge delivery.

A core challenge was efficiently managing a large and frequently updated knowledge base across multiple customer contact teams. One major friction point: customer service representatives often relied on a helpdesk of just seven senior staff to find the right information, causing up to 3-minute delays per interaction.

At the same time, Essent needed to ensure consistent quality and personalization across its growing digital touchpoints, including web, phone, chat, and app.

## The Solution

Today, Essent has launched a comprehensive AI strategy designed to enhance both customer service support and empower customers with self-service options. This dual approach leverages advanced technologies to boost efficiency, improve customer experience, and streamline internal operations.

- **Cognigy Agent Copilot**: Integrated within Microsoft Teams and trained on over 1,100 articles, this AI tool provides real-time assistance to customer service representatives.
- **AI Voice Agent for Meter Readings**: Automatically collects customer meter readings via phone, four times a year.
- **Intelligent Routing**: Directs incoming customer requests to the most suitable team among 17 mission-based teams.
- **Automatic Summarization & Logging**: Live chat conversations are instantly summarized and recorded in CRM systems.

## The Impact

The **Agent Copilot** tool has transformed internal service by automating **85%** of previously helpdesk-handled queries, saving **€2 million annually**.

The **Voice AI for meter reading collection** engaged **22,000 customers** during a single two-week window, achieving a **22% success rate** and contributing to **€240,000 in annual savings**.

**Chat summarization and CRM logging** increased agent productivity from **4.2 to 4.7 chats per hour**, allowing CSRs to focus on high-quality conversations and reducing administrative workload.

**Intelligent routing** enables efficient distribution of over **500,000 chats** and **3 million calls** per year across **17 dedicated teams**, ensuring personalized support and faster resolutions.

Across the Conversational AI landscape, Essent has now fully automated 55% of its incoming chat conversations and, through the combined impact of chat, voice, and the Cognigy Agent Copilot, is achieving overall savings of millions of euros.

#### Chat & Voice AI

#### MS Teams Integration

#### Knowledge AI

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