Challenge & Solution

K-Electric faced challenges in efficiently managing a high volume of customer queries while maintaining high satisfaction levels. Traditional call centers became increasingly overwhelmed, leading to delays in response times.

Convex Interactive addressed these issues by developing Kineto, a scalable AI chatbot capable of handling inquiries in multiple languages, integrating with SAP for accurate account and billing support, and offering adaptive, personalized assistance. This solution reduces operational workload, enhances response accuracy, and provides seamless, 24/7 customer support, transforming the utility’s digital service landscape.

Our Process

We started by examining K-Electric’s customer service workflows and common inquiry patterns. The team created Kineto with adaptive learning features, multi-language support, and SAP integration for real-time account access. Features like 24/7 availability, instant responses, and improved data collection were added to personalize interactions.

Repeated testing ensured the chatbot managed high volumes smoothly and delivered accurate, user-friendly responses, while ongoing learning enhanced performance over time, ensuring a dependable digital support system.

Result Driven

Kineto made an immediate impact by engaging over 3,200 users and managing 13,000 interactions in its first weekend. The AI chatbot decreased dependence on call centers while offering accurate, around-the-clock support. With K-Electric’s more than 1.3 million app users and 21% annual growth, Kineto has established a new standard for digital customer service, improving operational efficiency and user satisfaction across the utility’s platform.