JapanEnergy and utilities2024 – ongoingTokyo Gas
Voice and chat intake for gas connection appointments
Tokyo Gas's appointment bot reached a maximum 96% completion rate among eligible AI interactions
Problem
Moving-season calls strained the customer center. Many customers continued calling despite improvements to online applications, while recognizing addresses and names complicated voice automation.
Approach
Tokyo Gas deployed CAT.AI CX-Bot in February 2024. Mobile callers moved from voice guidance to an SMS-linked chat to enter names and addresses as text. Customers could still reach human agents.
Results
Takeaway
Combining voice guidance with text entry addressed information that speech recognition struggled to capture.
Categories
- Size
- Large enterprise
- Industry
- Energy and utilities
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
An interview dated August 30, 2024 described the combined voice and chat workflow. CAT.AI reported a maximum 96% completion rate during March, excluding disconnected interactions from the denominator.
Full details are in the original sources.
