TürkiyeEnergy and utilities2024 – ongoing

Aydem Energy

WhatsApp digital assistant on Azure OpenAI

Aydem Energy: WhatsApp assistant resolves 75% of inquiries without an agent

WorkingVendor's case studyVendor ↗

Problem

The utility serves about 6 million customers and takes around 21,000 calls a day. About 70% of inquiries concern power outages, and weather and tourism peaks outran staffing.

Approach

Aydem and the partner Softtech built a WhatsApp assistant on Azure OpenAI Service in about three months. It gives outage updates, guides meter readings, checks bills and processes claims. Urgent or angry customers go to a human agent.

Results

75%Share of WhatsApp inquiries fully resolved without a live agentVendor's case study[1]

75%Reduction in cost per conversation compared with the initial proof of conceptVendor's case study[1]

about 1,000 a dayCustomer inquiries handled daily on WhatsAppVendor's case study[1]

Takeaway

The assistant handled routine outage inquiries while urgent or angry customers went to staff. Microsoft reports conflicting resolution rates of 75% and 90%.

Sources

Aydem Energy customer story
Microsoft27 Dec 2024Vendor publication

Source summaries

[1]Microsoft27 Dec 2024

Aydem built a WhatsApp assistant to absorb outage-related calls. Microsoft reports about 1,000 inquiries a day and a 75% drop in cost per conversation compared with the initial proof of concept.

Full details are in the original sources.

Added 25 Oct 2026 · Updated 25 Oct 2026