TotalEnergies: A Look Back at the Success of its Customer Support Chatbot

TotalEnergies is the 3rd largest electricity and gas provider in France. It provides electricity and natural gas to more than 5 million consumers and businesses, as well as innovative services to optimize their consumption. Innovation and customer satisfaction are at the heart of the company’s strategy.

After launching a live chat service in 2014, TotalEnergies wanted to further innovate its customer experience. The aim was to be available 24/7 while relieving its support teams who were overwhelmed with requests.

In order to meet these new challenges, we helped TotalEnergies implement a conversational chatbot for consumers that redirects users.

This conversational agent now has 300 knowledge articles and generates more than 2,500 conversations per day, thus automating tier 1 customer service requests.

In an interview for Dydu’s Client Focus, François Rémuhs, Tier 1 Customer Service Activities Manager at TotalEnergies, looks back at this success. He discusses the company’s initial challenges, the project implementation, results and next steps.

[Only in french]

Download our client case study to find out more about TotalEnergies’ customer support chatbot and its key figures: