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How an Kraftringen kept up when demand surged 430%
Industry
Energy
Markets
Sweden
Use cases
Customer support
Scaling support to meet rising demand
Kraftringen is a modern energy company with deep roots in southern Sweden. Known for its customer-first approach, Kraftringen had long relied on phone and email to offer personal service. But when the energy crisis hit in 2022, support inquiries skyrocketed – up 430% in just a year. Suddenly, traditional channels were no longer enough. Customers needed fast answers. The support team needed room to breathe. Kraftringen needed a scalable way to handle everyday questions – without losing the human touch they’re known for.
Automate repetitive tasks to relieve pressure on support teams and maintain high service quality during unpredictable spikes in volume.
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Bothild: A chatbot designed to deliver results
In late 2021, Kraftringen partnered with Ebbot to launch Bothild – an AI-powered chatbot built to manage common questions about invoices, power outages, and electricity contracts.
Bothild quickly became a core part of Kraftringen’s support team. Available 24/7, she could handle routine inquiries instantly and pass complex cases to human agents when needed.
In June 2022, Kraftringen expanded the concept internally. A second chatbot was launched to support employees with IT-related questions – giving teams across the company faster help and less friction in their day-to-day work.
"We clearly see that the chatbot has resulted in fewer chats in need of human interference"
Efficiency gains that speak for themselves
22% fewer phone calls
In just one year, the share of inquiries handled by phone dropped from 72% to 56%, saving hundreds of the human agent hours – especially with calls averaging 8 minutes each.
88% handled by the bot
Nearly 9 out of 10 conversations were fully resolved by Bothild, with complex cases forwarded to human agents when necessary.
More time for high-value support
Despite a 430% increase in inquiries, Bothild helped Kraftringen manage the pressure and keep the human team focused on more advisory tasks.
Multifunctional areas of use
Kraftringen’s internal IT chatbot, launched in mid-2022, now supports staff across the company – streamlining internal requests and improving employee experience.
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