E.ON Energie România launched AI Search, the first intelligent search tool for customers and visitors to the eon.ro website, which allows them simple and fast access, 24/7, to all information on the portal, which represents a first for the Romanian energy market. AI Search E.ON has been operational since March of this year and offers complete answers generated with artificial intelligence, using various AI models developed by the AzureOpenAI platform.
Thus, information related to the electricity and natural gas market, E.ON energy solutions, energy consumption reduction measures, etc. can be obtained by asking questions to this intelligent tool, without the need for visitors to search for information in different sections of the eon.ro website.
By using this tool, the time for visitors to access information decreased on average eight times, from 5-7 minutes to less than 30 seconds, for most questions.
“We continue the digitalization effort, which we started a few years ago, so that any customer interaction with us is as simple and fast as possible. AI Search E.ON is a first in our relationship with our customers, but we are not stopping here, we continue to develop in this area. We are preparing the second intelligent tool for the E.ON Myline platform that will provide customers with personalized answers”, says Claudia Griech, General Manager of E.ON Energie Romania.
“It was a considerable effort by the internal implementation team, dozens of hours of training, validation of the AI models used, testing and continuous improvements of the AI agent’s capabilities to generate the most accurate answers. We are proud of the result and thank the colleagues involved in the project, they did an excellent job”, says Ioan Șandru, Deputy General Manager of E.ON Energie Romania.
The company will analyze the traffic on the portal, the Q&A sessions, as well as the visitors’ feedback and, based on the conclusions, will permanently improve the AI Search functionalities.
E.ON Energie Romania continues to invest this year in the digitalization of the services offered to customers, by improving the functions of the existing platforms or by developing new functions. Currently, about 2.4 million customers have active accounts on the E.ON Myline platform, one of the most accessed digital channels by the company’s customers, which offers personalized information related to bills, consumption, etc. On eon.ro, you can also access the E.ON Chat service, which provides general answers related to energy, and through the E.ON eBooking service, customers can schedule their visit to the company’s stores.