ENGIE streamlines experiences with AI and gains a 75% improvement in NPS

Innovating the employee experience to improve customer engagement

ENGIE Australia and New Zealand is redefining how its customers experience energy-related service interactions through its “ENGIE Experience” strategy. The multinational utility company is focused on delivering a consistent standard of service and reducing effort by creating seamless journeys.

“We’re committed to delivering exceptional customer experiences by leveraging innovative strategies and cutting-edge technology,” said Nicole Shoaei, Head of CX at ENGIE.

For ENGIE, contact center agents — often a customer’s first point of contact — are at the heart of this commitment. So, when senior executives at the company discovered that time-consuming manual processes and workflow inefficiencies were impacting agent productivity, they devised a strategic plan to eliminate these issues while improving employee engagement and the customer experience.

As part of its customer experience (CX) transformation journey, ENGIE implemented Genesys Cloud and its artificial intelligence (AI) capabilities to optimize the employee experience. This had led to improved agent focus, reduced manual processes, and optimized workforce management — as well as earning ENGIE Australia and New Zealand the Genesys 2025 Orchestrators Innovation Award in the EX Optimizer category.

Amping up experiences with AI and automation

ENGIE prioritizes consistent and frictionless experiences, as well as reducing customer effort, by leveraging AI and new technologies. But its previous technology was limiting innovation and CX employee productivity.

Post-call summarization and wrap-up code selection were time-consuming for agents and created data inconsistencies. And quality managers had to manually identify and verify commitments like callbacks and price changes made to customers. Although properly capturing, categorizing, and monitoring the fulfillment of these promises is critical to customer satisfaction, these checks were lengthy and difficult to scale.

Workforce management processes were fragmented across three partner organizations, each using a separate system. This prevented accurate and efficient forecasting and scheduling across the organization.

To help eliminate these operational hurdles and modernize contact center operations, ENGIE migrated to the Genesys Cloud platform and implemented its AI-powered Experience Orchestration capabilities, including Agent Copilot, Supervisor Copilot, and workforce management.

“We wanted to remove the burden of administrative tasks on our agents and allow them to focus on servicing the customer,” said Purnima Gadiyar, Head of Business Capability at ENGIE Australia and New Zealand. “With Agent Copilot, the main outcome is for us to empower our agents. And as an early adopter of capabilities like Supervisor Copilot and Virtual Supervisor, ENGIE has demonstrated a forward-thinking approach.”

Empowering agents through AI-driven engagement

The ENGIE Experience strategy, combined with Genesys Cloud and its AI capabilities, have helped fundamentally reshape service operations at ENGIE.

Two of the most significant improvements have been in agent focus and productivity. With Genesys Cloud Agent Copilot, interaction summarization allows agents to give their full attention to customers, leading to more engaged conversations.

“This enhancement allows agents to remain fully present and focused during customer interactions, eliminating the cognitive burden of taking notes mid-conversation and improving both employee satisfaction and service quality,” said Shoaei.

Agent Copilot also streamlined after-call work. Agents can now select from recommended wrap-up codes quickly and with greater accuracy. This not only saves time but also improves the consistency of data captured. These improvements give ENGIE deeper insight into customer needs, support more targeted training initiatives, and help reduce agent fatigue and burnout.

Using gamification to reach key metrics has become another powerful driver of engagement. By creating challenges targeting performance metrics such as customer satisfaction and Net Promoter Score, ENGIE has fostered a culture of accountability and continuous improvement. For example, ENGIE launched its Engie’mas Competition to encourage agent engagement around hold time, quality score, and conformance. The initiative helped drive a 75% increase in Net Promoter Score year-end and decrease of 120% in customer complaints.

“This has demonstrated how a truly engaged employee will also drive a much better customer experience,” said Shoaei.

Transforming operations with intelligent automation

Operationally, consolidating workforce management systems into a single unified platform has been transformative. ENGIE now has complete visibility of staffing, which enables supervisors to improve and streamline forecasting, resource allocation, and scheduling. “This allows us to optimize coverage across sites and, ultimately, improve service levels,” said Chris Murphy, Head of Quality Assurance and Compliance for ENGIE Australia and New Zealand.

Another breakthrough is the ability to track, at scale, promises that agents make to customers during interactions — which may be fulfilled during or after an interaction. With AI-powered speech and text analytics and quality management capabilities, these promises are automatically detected, categorized, and verified. This automation frees up quality managers to devote more time to coaching and development, while ensuring customer trust is maintained.

Finally, ENGIE is using Genesys Cloud Predictive Engagement to determine the most effective time to interact with a customer and providing agents with historical context — ensuring that every engagement is timely, relevant, and impactful.

“ENGIE has established itself as an innovator and leader in leveraging AI to elevate both employee engagement and customer experience,” said Gadiyar.

Driving measurable outcomes across people and performance

Since adopting Genesys Cloud, ENGIE has realized widespread gains across efficiency, customer experience, and employee engagement. Genesys Cloud Virtual Supervisor provides high accuracy on key focus areas, including hold time, quality scores, and conformance. Quality operations saw a notable reduction in time spent on evaluations, while post-interaction summaries became more consistent and reliable for audits and training.

“We’ve been really focused on quality assurance,” said Murphy.  “To have all of the interactions recorded and documented and summarized — it only took a matter of weeks to deliver a consistent result. The accuracy is quite incredible.”

Encouraged by these successes, ENGIE is now exploring additional AI-powered CX capabilities, including virtual agents, in-app messaging, and predictive routing. These initiatives will build on existing progress and further strengthen the ENGIE Experience.

“ENGIE’s dedication to innovation and customer-centric solutions positions us as a leader in delivering a superior service experience — one that is both responsive and transformative,” concluded Murphy.

To learn more about the solutions featured in this case study, visit www.genesys.com.