WEMO24-Compiled Report-Interactive compressed (002) 4154-7882-8116 v.1 - Flipbook - Page 264
Market Data
Data and Digital
HOME
ENERGY IN
THE REGIONS
Gen AI
FIGURE 6
Capgemini Gen AI use-cases with major energy & utilities (2/2)
Source: Company Websites and Press Releases
Capgemini Approach & Solutions
• The team worked with Capgemini to implement Microsoft Dynamics 365
Contact Center to improve customer satisfaction and employee productivity
and experiences
Outcome
• Increased customer and employee satisfaction; Improved agent productivity,
reducing the average wrap-up time by 50%; Higher case throughput; Reduced
training time from four to just one hour to master the copilot-assisted
functionality; Lower licensing costs by a factor of two
WEMO 2024
Capgemini Approach & Solutions
• Capgemini engineering supplied a solution using machine learning and NLP
strategies to extract, process and score the suggestion to provide to the
assistant
• This solution divided into three conceptually independent parts:
Layout Analysis – Recognition and extraction of PDF elements
Text Processing & Extraction – Processing of extracted textual content,
recognition of BOs, splitting the text into individual elements together
with metadata assigned to them
Scoring – Scoring of elements for suggestions, thus providing a ranking
order for suggestions
Outcome
• Full digitalization of documents with transformation into a quarriable system
• Promote standardization of documents editing
• Promote validation of shared information
• Simplify the access and usage of a vast amount of technical knowledge
Challenges
• Eneco eMobililty was facing increasing pressure on customer service and was
looking for a solution that could help serve its customers better, faster, and
cheaper
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Challenges
• Client found it difficult to process a high volume of technical documents
• Too much time spent to search and combine information from multiple data
sources manually
