{"id":6439,"date":"2025-10-27T13:40:59","date_gmt":"2025-10-27T11:40:59","guid":{"rendered":"https:\/\/energiatarkus.energia.ee\/uncategorized\/roberta-enefits-voicebot-that-helps-customers-get-assistance-faster\/"},"modified":"2025-10-27T13:56:39","modified_gmt":"2025-10-27T11:56:39","slug":"roberta-enefits-voicebot-that-helps-customers-get-assistance-faster","status":"publish","type":"post","link":"https:\/\/energiatarkus.energia.ee\/en\/relevant\/roberta-enefits-voicebot-that-helps-customers-get-assistance-faster\/","title":{"rendered":"Roberta \u2013 Enefit\u2019s voicebot that helps customers get assistance faster"},"content":{"rendered":"\n

Enefit has a new employee \u2013 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\u2019s innovative approach, designed to make customer communication faster and more convenient. <\/strong> <\/p>\n\n

Maaja Saluvee<\/strong>, 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. <\/p>\n\n

Faster information and a better customer experience <\/strong> <\/h2>\n\n

Roberta is primarily used in situations where it is necessary to reach a large number of customers quickly \u2013 for example, when communicating changes related to billing or services. <\/p>\n\n

\u2018If 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,\u2019 explains Maaja. <\/p>\n\n

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. <\/p>\n\n

According to Maaja, feedback so far has been positive. \u2018Customers appreciate being able to receive important information quickly and conveniently. Many have commented on how natural Roberta\u2019s voice sounds and how easy it is to interact with her,\u2019 she says. <\/p>\n\n

How Roberta was created <\/strong><\/h2>\n\n

\u2018For customer service, we use Genesys, an internationally renowned call management software with hundreds of thousands of users worldwide,\u2019 Maaja begins. \u2018When Genesys introduced the possibility of making automated calls, we at Enefit decided to give it a try.\u2019 <\/p>\n\n

\u2018The first tests were carried out in the Latvian market where such calls are already commonplace \u2013 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,\u2019 she notes with delight. <\/p>\n\n

Safety first <\/strong> <\/h2>\n\n

Enefit places great emphasis on safety and customer protection. That is why Roberta also has a third role. \u2018When scam calls or fake emails circulate, Roberta can quickly warn customers,\u2019 explains Maaja. <\/p>\n\n

\u2018We want to protect our customers from fraud,\u2019 she continues. \u2018Enefit 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\u2019s customer service number at 777 4040.\u2019 <\/p>\n\n

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. <\/p>\n\n

Technology that supports people <\/strong> <\/h2>\n\n

At Enefit, technology is seen as a tool to provide better and more personalised service. \u2018Roberta 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,\u2019 says Maaja. <\/p>\n\n

Enefit consultants and Roberta work hand in hand \u2013 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. <\/p>\n\n

Maaja emphasises that Roberta is not intended to replace humans. \u2018Empathy 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,\u2019 she concludes. <\/p>\n\n

Have you met Roberta yet? <\/strong> <\/h2>\n\n

If your phone rings one day and a friendly voice introduces itself as Enefit\u2019s call assistant Roberta, know that this is our smart assistant, here to help you get the information you need faster. <\/p>\n\n

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 \u2013 sincerely and wholeheartedly. <\/p>\n\n

You can contact us by phone or email at your convenience. <\/p>\n\n