A leading energy provider in the UK with 10,000+ household connections set out to transform its customer support experience by deploying AI-powered chatbots and voicebots. With a growing customer base, inquiries spanned billing issues, prepayment meter support, outage updates, and general utility service FAQs. Traditional support channels struggled with long wait times and inconsistent service quality.
The company needed a solution that could deliver fast, reliable, and personalized customer support across both digital and voice channels—while maintaining scalability, accuracy, and cost efficiency.
RootQuotient designed and implemented a production-grade Generative AI chatbot and voicebot system using AWS services, enabling 24/7 automated support with domain-specific knowledge grounding and real-time system integrations.
Customer Challenge
The UK-based energy provider faced several operational challenges that negatively impacted customer satisfaction:
1. High call volumes and long wait times
Support agents were frequently overwhelmed during peak hours, resulting in delays.
2. Growing volume of complex FAQs
Queries covered prepayment issues, billing discrepancies, meter readings, and general utility support.
3. Fragmented knowledge sources
Key information was distributed across internal systems, policy documents, and legacy tools—making retrieval difficult for agents.
4. High operational support costs
Scaling the support team was expensive and inefficient, especially with seasonal demand spikes.
5. Inconsistent customer experience
Customers received varied responses depending on the agent’s knowledge and availability.
The provider needed an intelligent, scalable GenAI solution that unified information, automated responses, and reduced agent workload.
Solution Delivered by RootQuotient
RootQuotient deployed a multi-channel Generative AI Customer Support System leveraging Amazon Bedrock, Retrieval-Augmented Generation (RAG), and AWS’s serverless architecture.
Key Capabilities Implemented
1. Conversational Chatbot with GenAI
- Handles billing, payments, tariff queries, outage status, prepayment help, and account issues.
- Natural language conversation using foundation models via Amazon Bedrock.
2. Voicebot for Telephone Support
- Voice interaction powered by AWS speech services.
- End-to-end automation for routine calls, reducing agent load.
3. RAG-Based Knowledge Grounding
- Amazon OpenSearch Serverless stores all approved knowledge articles, policies, and operational information.
- Ensures factual, consistent responses aligned with official guidelines.
4. Secure Integration with Customer Systems
- Real-time data retrieval for account details, billing history, and outage updates.
- Secure API access via API Gateway, IAM, and Lambda.
5. Quality Guardrails & Monitoring
- Lambda functions evaluate:
- Tone
- Accuracy
- Safety
- Compliance
- Auto-regeneration ensures quality before final responses.
AWS Architecture & Services Used
Core GenAI Components
- Amazon Bedrock – foundation model inference
- RAG pipeline – grounded answers from internal documents
Retrieval, Data, and Storage
- Amazon OpenSearch Serverless – semantic indexing & RAG
- Amazon S3 – session logs, transcripts, knowledgebase
Orchestration & Compute
- AWS Lambda – guardrails, transformations, routing
- AWS Step Functions – conversational workflow management
- Amazon API Gateway – secure integration endpoints
Voice & Telephony
- Amazon Transcribe – speech-to-text
- Amazon Polly – natural text-to-speech
Monitoring & Security
- Amazon CloudWatch – observability
- AWS IAM – secure permission management
This architecture enables a highly available, low-latency, fully scalable customer support AI system.
Business Outcomes
The energy provider reported measurable improvements within weeks of launch:
📉 Up to 40% reduction in call center volume
Hundreds of routine queries now handled autonomously.
⚡ Instant resolution for 80% of common FAQs
Dramatically improving customer satisfaction.
📈 25–35% faster resolution for escalated cases
Because the bot pre-collects structured information.
💰 Significant cost reduction
Lower dependency on human agents for routine support.
🔐 Consistent responses & improved compliance
RAG grounding ensures accurate, approved information is always used.
The automated support layer now serves customers across the provider’s entire UK service region.
About RootQuotient as an AWS Partner
RootQuotient is an AWS Partner specializing in the design, development, and deployment of enterprise-grade AI, Generative AI, and cloud-native solutions. With deep expertise across Amazon Bedrock, AWS serverless architectures, retrieval-augmented generation, and secure multi-system integrations, RootQuotient helps organizations modernize operations, accelerate digital transformation, and adopt AI responsibly.
Our team has delivered scalable, production-ready solutions across banking, insurance, energy, utilities, retail, and healthcare—leveraging AWS best practices for security, performance, cost optimization, and operational excellence. RootQuotient works closely with AWS Partner teams to prepare organizations for GenAI adoption, build compliant architectures, and deliver measurable business outcomes.
