Lead the energy revolution with better customer engagement

Improve agent knowledge, boost customer satisfaction, reduce costs, and empower your agent workforce to turn experience into a competitive advantage with collaborative intelligence.

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64%

is the current Energy Supplier satisfaction rating, the lowest since 2018.

(Source: Ofgem)

33%

of consumers switch energy providers due to poor customer service

(Source: Sciera)

25%

of customers rate customer service as poor or extremely poor.

(Source: FM Outsource)

Customer experience falls short in the energy sector

...improve it by augmenting your agents with AI in every conversation

Enable better customer experiences, reduce costs, and simplify processes by making experiences more personalized, frictionless, confident, and insightful across customer channels.

Minerva CQ is a collaborative intelligence platform that enables customer service reps in the energy sector to leverage AI in real-time during conversations in voice and digital channels to provide consistent explanations of energy sources, tariff plans, billing changes, and optimal spending expectations.

Frictionless engagement

Disparate systems merge into a single view for agents

Personalized interactions

REAL-TIME dialogue suggestions, behavioral cues, knowledge surfacing

Confident workforce

Best workflow automatically surfaces to resolve customer's issue

Insightful data

REAL-TIME transcripts, instant call summary, monitoring, and analytics

Frictionless engagement

Relevant data (tariffs, billing, CRM, assistance plans, knowledgebase, etc) is automatically pulled, in real-time, from disparate systems and populates the agent's screen during the conversation.

Personalized interactions

Minerva CQ coaches agents by surfacing up contextual customer information before the interaction and further guiding them with real-time dialogue suggestions, behavioral cues, and knowledge surfacing (best tariff options, efficiency recommendations, assistance offers)

Confident workforce

Agents use dynamic journey guides, AI-workflows, that constantly adapt to customer utterances and sentiment throughout the conversation to resolve customer issues faster and with more confidence. 

Insightful data

Every call is transcribed in real-time providing for instant insights, sentiment detection, and compliance. These transcripts (call and chat) can be further leveraged with business intelligence tools for deeper analytics. Instant call or chat summaries are made available to the representative and supervisor immediately after the interaction.

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Better experiences for your agents and customers

During the call

Contextual data and sentiment detection make agents aware

Data is pulled automatically from different systems via natural language

AI identifies intent and triggers the optimal workflow

Real-time call transcription and analytics:

gauges sentiment for both customer and agent
improves compliance and agent training
captures true voice of the customer insights

After the call

Instant call and chat summary appear immediately after the interaction:

passive NPS and CSAT captured for all interactions
sentiment progression of the conversation displayed
activity and decisions made during the interaction are listed

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