Overview
Convex Interactive developed Kineto, an AI-powered chatbot for K-Electric to transform customer support. Built to handle high-volume inquiries, complaints, and FAQs, Kineto delivers 24/7 instant assistance, supports multiple languages, and integrates with SAP for billing and account management, improving efficiency, reducing human error, and enhancing the overall customer experience.
Problem
K-Electric struggled to efficiently manage a high volume of customer queries while maintaining satisfaction levels. Traditional call centers became increasingly overwhelmed, leading to slower response times, inconsistent service quality, and a rising operational workload across the utility's customer support channels.
Solution
Convex Interactive built Kineto, a scalable AI chatbot that handles inquiries in multiple languages, integrates with SAP to provide accurate account and billing support, and delivers adaptive, personalized assistance. This reduced operational workload, improved response accuracy, and enabled seamless 24/7 customer support.
Process
We began by examining K-Electric's customer service workflows and common inquiry patterns. The team created Kineto with adaptive learning, multilingual support, and real-time SAP integration for account access.
Furthermore, we added 24/7 availability, instant responses, and improved data collection to personalize interactions. Repeated testing ensured the chatbot handled high volumes smoothly and delivered accurate, user-friendly responses, with ongoing learning improving performance over time.
Result
Kineto made an immediate impact, engaging more than 3,200 users and handling 13,000 interactions during its first weekend. The AI chatbot reduced reliance on the call center while providing accurate, round-the-clock support. With K-Electric's 1.3 million-plus app users and 21% annual growth, Kineto is improving operational efficiency and user satisfaction across the utility’s platform.
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