Faced with increasing call volumes, rising costs, and falling customer satisfaction, a regional utility company partnered with Lumi to deploy LumiX, an AI innovation platform. Within weeks, they transformed their customer service operations, slashing wait times, improving satisfaction, and reducing costs—all while easing employee stress.
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A regional utility company faced a crisis as customer inquiries surged. Call volumes skyrocketed, leading to wait times exceeding 12 minutes during peak hours. Routine billing and service inquiries overwhelmed agents, causing customer satisfaction to drop by 25%. Rising stress levels triggered a 15% increase in employee turnover, while overtime costs surged by 20%. The company needed an efficient, scalable AI-powered solution to restore service quality, reduce costs, and improve customer experiences—fast.
Client Profile:
Regional Utility Company
Lumi Service:
Tailored Solutions
Solution Accelerator:
Lumi-X
Lumi Corp deployed LumiX, its accelerated AI innovation platform, to transform customer service operations. Using LumiX’s cloud infrastructure, the utility rapidly tested and implemented AI-powered virtual agents, trained to resolve 70% of routine inquiries—from billing questions to outage updates. LumiX’s automation accelerators reduced deployment time by 60%, enabling a full-scale rollout within six weeks. Lumi’s AI specialists collaborated closely with the client, ensuring seamless integration, model fine-tuning, and performance optimization. The result? A resilient, scalable solution that reduced wait times, enhanced satisfaction, and cut operational costs.
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LumiX transformed our customer service operations beyond expectations. Rapid deployment meant we saw benefits almost immediately. Wait times are down, satisfaction is up, and our agents are more engaged than ever. Lumi’s expertise and LumiX’s platform set us up for continued success.
The LumiX-powered AI solution revolutionized customer service operations. Call volumes were managed 50% more efficiently, wait times dropped by 40%, and employee satisfaction surged. Customers experienced seamless, fast resolutions, while operational costs plummeted. The company achieved ROI in just four months, twice as fast as traditional methods. By empowering employees and streamlining service, LumiX delivered lasting impact.
