United KingdomEnergy and utilities2026 – ongoingFuse Energy
AI agent for customer-support chats
Fuse Energy said its AI support agent resolved 80% of chats without human intervention
Problem
Fuse Energy needed customer support to keep pace with its expanding energy business. It also wanted greater control over the infrastructure running its AI workloads.
Approach
Fuse deployed an AI agent to answer customer-support chats, with human agents available for queries it could not resolve. It reported moving the agent from closed-source models on external clouds to open-weight models hosted in-house on NVIDIA GPUs.
Results
Takeaway
The reported resolution rate described an existing support service. Fuse did not disclose how it measured customer satisfaction.
Categories
- Industry
- Energy and utilities
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Fuse reported that its support agent resolved 80% of chats without human intervention, with 99% customer satisfaction. It described a move to internally hosted open-weight models and continued access to human support.
Full details are in the original sources.
