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 and redirectional chatbot for individual customers.

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.

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

communication officer
Lucie Choulet
Communications officer