Exen Energy · AI customer support for renewable-energy audits
AI support: faster resolution, greater autonomy
An AI support system answered website and phone inquiries using Exen Energy’s internal knowledge base, resolving a defined share autonomously and improving first-contact resolution.
Published process figures
Exen Energy internal operating figures.
The client
Exen Energy.
Exen Energy audits renewable power installations, from residential systems to larger facilities. Customer communication supports a technical service where answers need to stay aligned with the company’s internal audit knowledge.
The challenge
Where the process breaks.
Website and phone inquiries required answers grounded in Exen Energy’s internal knowledge. An automatic acknowledgement could arrive quickly, but before the workflow a response that resolved the issue reportedly took three hours. First Contact Resolution was 62%.
- Two intake channelsinquiries arrived through the website and by phone.
- Specialist contextanswers depended on Exen Energy’s internal knowledge about renewable power installations and audits.
- Three hours to a resolving responsea quick acknowledgement did not resolve the inquiry; customers still waited for the team to retrieve context and answer.
- 62% First Contact Resolutionmore inquiries required another interaction before resolution.
The build
What we shipped.
Zore built an AI customer-support system for website and phone inquiries. The system used Exen Energy’s internal knowledge base as its source of information and handled the supported portion of the workflow autonomously.
- Website and phone intakethe support workflow covered both confirmed customer channels.
- Internal knowledge groundingresponses were produced from Exen Energy’s own knowledge base.
- Operational measurementtime to a resolving response and First Contact Resolution were compared before and after implementation.
How it worked
A clear handoff, step by step.
- 01Customer inquiry
a request arrives through the website or phone.
- 02Knowledge retrieval
the system uses the internal knowledge base as its approved source.
- 03Supported response
an in-scope request receives an AI-generated answer.
- 04Bounded handoff
only the confirmed autonomous share is resolved without team involvement.
Evidence boundary
Faster resolution and more issues solved at the first contact.
The reported time to a response that resolved the issue changed from three hours to 14 minutes. This does not refer to an automatic acknowledgement. First Contact Resolution increased from 62% to 84%, while more than 35% of inquiries were handled autonomously.
Where the pattern fits next
The workflow beyond this case.
- 01Businesses with a high volume of recurring inquiries
- 02Support teams working across multiple channels
- 03Companies with complex products and an internal knowledge base
- 04Services where routine issues can be resolved autonomously
Workflow Sprint
Review one support workflow.
Map the recurring questions, approved knowledge sources, and the boundary between autonomous answers and expert review.
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