Enercom analyzing customer calls using virtual assistant software from Spitch

Enercom Luce e Gas, a gas supplier from Northern Italy which forms part of the Enercom Group in Liechtenstein, has recently deployed a virtual assistant system with speech recognition functionalities from the Zurich-based firm Spitch AG to aid customer communications. In so doing, the company is seeking to counteract a wave of inquiries due to rising energy prices, further details of which can be found in a press release. The software should also improve the quality of advice.

Accordingly, the virtual assistant systems from Spitch are able to understand spoken language with the help of Artificial Intelligence (AI) and independently respond. “In many cases, they can also give a conclusive answer right away” and therefore process many inquiries automatically.

This is becoming necessary as consumers are picking up the phone ever more frequently in view of the current uncertainties in connection with energy supply. The experts at Spitch already picked up on this behavior during the Covid-19 pandemic. They take the view that “many municipal and cantonal energy suppliers will not be able to cope with the expected rush”.

With the Spitch virtual assistant, Enercom is primarily addressing legal aspects in connection with customer telephone calls. For example, the Spitch software compares the spoken words and sentences with specified data protection and compliance requirements, i.e. it helps to ensure that the company and its employees correctly comply with the laws in place and automatically finds “irregular deviations”. This eliminates the need to listen to entire phone calls to find any lapses.

This offers customers “maximum security of supply”, especially in the current situation, in which energy suppliers are changing many of their tariffs, as the press release explains further.