UkraineEnergy and utilities2025 – ongoing

DTEK YASNO

AI assistant for contact center agents

YASNO cut average inquiry handling time from 4.5 to 3.5 minutes with an AI assistant

WorkingVendor's case studyVendor ↗

Problem

YASNO, the DTEK energy supplier serving 3.5 million Ukrainian individuals and businesses, needed agents to find billing and account information faster.

Approach

DTEK’s IT division MODUS X built an assistant into the Cisco contact center using Azure OpenAI Service and Azure AI Search. It suggested answers to agents in real time using billing and accounting systems and internal reference material.

Results

3.5 minutesaverage handling time per inquiry, down from 4.5 minutesVendor's case study[1]

300+customer inquiries handled daily with the assistantVendor's case study[1]

Takeaway

Average handling time with the assistant fell from 4.5 to 3.5 minutes in Microsoft’s figures, a 22% reduction. Automatically handling 80% of inquiries remained a target.

Sources

DTEK YASNO customer story (Azure AI Search)
Microsoft2025Vendor publication

Source summaries

[1]Microsoft2025

Microsoft reported that YASNO used an assistant in its contact center to suggest answers to agents. Average inquiry handling time fell from 4.5 to 3.5 minutes, and agents handled 300+ inquiries a day with the tool. The expected 80% share of inquiries handled automatically was a target.

Full details are in the original sources.

Added 25 Oct 2026 · Updated 25 Oct 2026