As customer inquiries became more complex and varied, enersuisse faced growing pressure on its contact center. Knowledge was spread across multiple systems, onboarding new employees became more challenging, and agents were expected to provide fast, accurate answers on an expanding range of topics.

To improve efficiency and support both customers and employees, enersuisse partnered with Bucher + Suter to launch an AI-powered voicebot. The solution enables customers to describe their needs in natural language, resolves selected inquiries through self-service, and routes callers to the right employee with relevant information already available. The result is faster service, reduced effort for agents, and highly satisfied customers who complete AI-assisted self-service journeys.