.png)
.webp)
How GodEl turned a support crisis into a service upgrade
Industry
Energy
Markets
Sweden
Use cases
Customer support
Managing overwhelming support volumes during a time of crisis
In January 2022, Sweden faced a dramatic energy price surge. For GodEl’s support team, that meant a tidal wave of customer questions – mostly centered around unexpected invoices and how to switch to hourly pricing. With emotions running high and phones ringing nonstop, the pressure was on. GodEl needed a way to handle the surge without stretching their team too thin – and without compromising the warm, respectful service their customers expect.
Reduce strain on the support team while improving speed and clarity for customers – especially during high-pressure moments.
.png)
A chatbot built for real-world pressure
GodEl’s AI chatbot went live in January 2022, just as support volumes surged. Built with Ebbot, the solution was designed to reduce pressure on the support team by tackling high-frequency questions and improving handovers for more complex cases.
Simple questions – like how to switch to hourly rate – were handled through guided flows in the chat, giving customers quick, clear answers without needing to wait.
When cases required human input, the AI chatbot gathered all necessary details beforehand, allowing human agents to step in fully informed and ready to help.
To ensure security and privacy, BankID integration was added from day one – handling authentication and GDPR steps before the case even reached the support team.
"Ebbot came in at a crucial time, and have really helped us with the flood of customers coming to support."
Efficiency, speed, and a better customer experience
20x faster resolutions
Switching to an hourly rate – a top inquiry – was handled 20x faster in chat than by phone, and 20% faster than by email.
Better-prepared agents
With context from the chatbot, human agents had everything they needed before stepping into a conversation – leading to faster, smoother interactions.
84% one-touch resolution
The majority of tickets were solved in one go. Another 13% were resolved after just one follow-up – drastically reducing handling time.
67% handled by AI
Over 24,000 conversations were managed by the chatbot during the first six months – taking real pressure off the frontline team.
.jpg)
.png)
.png)
.png)