A chatbot for the customer service center

As part of the isolutions Hackathon 2017, a chatbot was developed in collaboration with CKW, which relieves the customer service center in the processing of relocation notifications and ensures positive customer experiences.

CKW is a leading service provider for energy, data and infrastructure with around 1‘800 employees. With its experience and know-how, CKW is ready to tackle the challenges of a new energy world. CKWs goal for the future is to continue to create simple and inspiring solutions for its customers and to give them access to modern ways of using energy and digital infrastructure.

Initial Situation

If a customer changes his residence, he must report this to his energy service provider. Previously, CKW customers had the option of doing this by phone, e-mail, relocation form or in the customer online portal. The notification was then processed further by employees at the CKW customer contact center. This relocation notifications are laborious routine tasks and are therefore predestined to be taken over by a bot.


At the isolutions Hackathon, a cross-company project team developed a prototype for an intelligent chatbot within just 24 hours, which relieves CKW employees of this work. To realize the bot, Microsoft Cognitive Services, Computer Vision, LUIS (Language Understanding Intelligent Services) and connections to Dynamics CRM as well as geo-services were used to realize the bot. Thus the bot is able, for example, to recognize the user‘s mood, guide him quickly and efficiently through the process and even make suggestions for leisure activities in the new place of residence.

The chatbot, equipped with artificial intelligence, has a significant positive influence on the customer experience in the relocation process and relieves CKW employees in their daily work. This frees up resources, which can now be used for activities that create real added value for the company and the customer, such as customer advice.

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