Enefit has a new employee – voicebot Roberta. While her working days are spent making calls and informing customers, Roberta is not just a technological tool. Roberta is part of Enefit’s innovative approach, designed to make customer communication faster and more convenient.
Maaja Saluvee, Head of Customer Service at Enefit, talks in more detail about how Roberta works, what feedback from customers has been like and how this technology helps ensure human contact remains focused where it matters most.
Faster information and a better customer experience
Roberta is primarily used in situations where it is necessary to reach a large number of customers quickly – for example, when communicating changes related to billing or services.
‘If we had to call each customer individually, it would take an enormous amount of time. Roberta can make dozens of calls at once and reach thousands of customers within minutes,’ explains Maaja.
Roberta also helps collect feedback and identify whether customers, for example, want to review their current electricity package or insurance policy. This means customers can get the information they need without having to wait in line.
According to Maaja, feedback so far has been positive. ‘Customers appreciate being able to receive important information quickly and conveniently. Many have commented on how natural Roberta’s voice sounds and how easy it is to interact with her,’ she says.
How Roberta was created
‘For customer service, we use Genesys, an internationally renowned call management software with hundreds of thousands of users worldwide,’ Maaja begins. ‘When Genesys introduced the possibility of making automated calls, we at Enefit decided to give it a try.’
‘The first tests were carried out in the Latvian market where such calls are already commonplace – banks, telecommunications companies and electricity suppliers use them regularly. In Estonia, we were among the first to test this solution and we can see that it is quickly gaining popularity,’ she notes with delight.
Safety first
Enefit places great emphasis on safety and customer protection. That is why Roberta also has a third role. ‘When scam calls or fake emails circulate, Roberta can quickly warn customers,’ explains Maaja.
‘We want to protect our customers from fraud,’ she continues. ‘Enefit employees never ask for Smart-ID or Mobile-ID PIN codes or passwords over the phone, send SMS links, invite customers to service points or request cash payments. If you have any doubts, you can always hang up and call Enefit’s customer service number at 777 4040.’
All Roberta calls are conducted via the secure Genesys platform, which complies with strict European data protection requirements. Customer data is not stored outside the system and it is possible to opt out of the automated call at any time.
Technology that supports people
At Enefit, technology is seen as a tool to provide better and more personalised service. ‘Roberta is one step in our digital journey. We want to combine technology and humanity in a way that makes the customer experience both convenient and caring,’ says Maaja.
Enefit consultants and Roberta work hand in hand – Roberta establishes initial contact and, where necessary, a human consultant handles the rest of the conversation. All transactions are always finalised between the client and the consultant to ensure security.
Maaja emphasises that Roberta is not intended to replace humans. ‘Empathy and personal contact can never be replaced by technology. However, Roberta allows customer service representatives to focus on more complex issues and meaningful conversations to provide customers with even more personalised attention and value,’ she concludes.
Have you met Roberta yet?
If your phone rings one day and a friendly voice introduces itself as Enefit’s call assistant Roberta, know that this is our smart assistant, here to help you get the information you need faster.
Roberta ensures that your communication with Enefit is easy, convenient and secure. Should you have a question that requires a more in-depth discussion, our customer service representatives are always ready to help – sincerely and wholeheartedly.
You can contact us by phone or email at your convenience.
- Private customers: call 777 4040 or email teenindus@enefit.ee.
- Business customers: call 777 2020 or email arikliendid@enefit.ee.
