Case study : Conversational AI, a key asset in TotalEnergies’ customer strategy

TotalEnergies, the 3rd largest electricity and gas provider in France, has implemented a comprehensive and efficient self-care tool for customers combining conversational AI and livechat technology.

With innovation and customer satisfaction at the center of its strategy, TotalEnergies wanted to provide 24/7 assistance for its customers while optimizing the way incoming contacts were handled.

With more than 77,000 conversations per month, the TotalEnergies chatbot automates 40% of incoming enquiries : it provides customers with personalized answers and lets them switch to a livechat for cases requiring an agent’s intervention.

Find out how Dydu’s conversational agents became a key aspect of customer relations management at TotalEnergies.