Three energy companies serving over 10 million customers were struggling with overloaded call centers, high operational costs, and low service efficiency. Key problems included low first-contact resolution (FCR) rates, agents overwhelmed by repetitive inquiries, limited call center operating hours, and a lack of automation for outbound campaigns and sales lead verification.

Escola designed and implemented an AI VoiceBot and ChatBot system, operating 24/7 and scalable to handle millions of users per month. The bots automate inbound and outbound conversations, online chats, support agents via an intelligent knowledge base, conduct NPS satisfaction surveys, and qualify sales leads. The system also analyzes customer sentiment and dynamically adjusts the flow of conversations to deliver a better user experience. The architecture supports both a single shared bot for the entire group and independent per-company instances with a central traffic router.