IndiaEnergy and utilities2025 – ongoingAdani Total Gas
Customer-email automation connected to SAP
Adani Total Gas reported automated replies to over 65% of customer emails
Problem
Service executives manually retrieved ERP records and drafted email replies. Handling could take up to 48 hours.
Approach
During FY2025-26, Adani Total Gas put an agentic AI email platform into operation. It connected generative AI to SAP to interpret requests, retrieve customer records and generate replies. Governance checkpoints and limited manual validation remained in the workflow.
Results
Takeaway
Access to billing and service records allowed the system to answer account-specific requests. The reported automation share still included minimal manual validation.
Categories
- Size
- Large enterprise
- Industry
- Energy and utilities
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIAI agents
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
The company described its deployed SAP-connected email platform. It reported automated replies to over 65% of emails and response generation within 10 seconds.
Full details are in the original sources.
