How Eneco saves 25 hours a day with the Digital Assistant

“Time saved for the customer means real attention from the employee."

The challenge: stay personal, get smarter

Most of Eneco’s services are available online. Still, many customers prefer calling. They often want confirmation of what they’ve submitted digitally or need extra explanation for their specific situation.

The old IVR menu didn’t support that well. Callers had to listen to several options before reaching the right department. Many didn’t wait until the end of the menu, chose a category that didn’t quite match, or got frustrated along the way. As a result, they often ended up with the wrong agent.

This led to real impact:

• First Time Right scores dropped because more calls had to be transferred
  
  

• Internal pressure grew as staff handled more re-routing and wait times increased
  
  

At the same time, Eneco noticed that many questions could easily be answered online. Smarter call routing combined with better digital guidance would make a real difference. Not just for faster service, but also by deflecting simple questions to self-service options. That meant less pressure on the team and a more personal experience where it matters.

Eneco wanted a solution that connected people to the right agent quickly and kindly, while also helping more customers use self-service when possible.

They chose AssistYou because of our personal, partnership-driven approach.

“AssistYou thinks in solutions. Solutions that are right for you and your customers. And always together. A true partnership.”
— Margit van Paridon, Business Improvement Manager Customer Care at Eneco

The solution: natural conversations with the Digital Assistant

Eneco and AssistYou built a Digital Assistant that replaces the traditional menu entirely.
Instead of pressing buttons, callers simply say why they’re calling. The assistant listens, understands the intent, and routes them to the right agent immediately.

It’s fully aligned with Eneco’s service-first mindset. With natural language and a warm, helpful tone, the assistant helps customers in a way that feels human and accessible. It fits Eneco’s mission to make energy simple and close to home.

What the Digital Assistant does

• Replaces the entire IVR menu with a simple voice interaction
  
  

• Accurately recognises topics and customer intent
  
  

• Links customer data to the conversation for a seamless handoff
  
  

• Deflects simple queries to smart self-service, directly within the call
  
  

• Automates tasks like adjusting monthly payment amounts
  
  

• Handles thousands of calls daily without queues or frustration
  
  

Measurable results

The impact was immediate and clear:

• 47% fewer misrouted calls compared to the old system
  
  

• Between 5,000 and 10,000 calls handled or routed daily, depending on volume
  
  

• At least 5,000 calls per week fully resolved through self-service
  
  

• 30 seconds time saved per call, adding up to around 25 hours saved each day
  
  

• Agents get live context: who’s calling and why
  
  

• Customers can get help 24/7, whenever it suits them
  
  

This means more efficient operations and a better customer experience. Simple requests are handled instantly. Agents can focus on complex conversations. Everyone wins.

Real-time insights with the AssistYou Portal

With the AssistYou Portal, Eneco can track:

• What customers are calling about, grouped by topic and intent
  
  

• How many calls the Digital Assistant handles daily
  
  

• How accurate routing is in real time
  
  

• Trends in call reasons that inform staffing and campaigns
  
  

These insights go beyond operations. They feed into strategic decisions and allow Eneco to respond to changing customer needs and continuously improve service.

Want to take pressure off your customer service too?
Book a free demo and see what the Digital Assistant can do for your team.