This AI Agent Could Cut Customer Service Costs by Two-Thirds!
MELBOURNE, AUSTRALIA , February 19, 2025 –– Hansen Technologies has released its next-gen AI Virtual Agent, which leverages Conversational and Generative AI to streamline customer service operations.
The solution is designed to interface with Customer Information Systems (CIS), including Hansen CIS, and permits unattended handling of account setup, bill inquiries, and service transfers across many channels, including voice, email, and messaging apps.
Hansen’s AI Virtual Agent is breaking through these limitations with natural language processing specifically tuned and with sector-related functionality.
The whole approach improves productivity and shortens customer waiting time, thus allowing call centers to breathe and render services economically.
David Castree, President of Energy & Utilities at Hansen, explains:
“With engineering innovation, and a clear focus initially on the utility sector we are proud to bring Hansen’s AI Virtual Agent to market and deliver a seamlessly integrated Conversational and Generative AI solution working alongside existing call center agents to elevate the customer service experience. “
Importantly for companies, the cost per engagement has the potential to decrease by up to two-thirds, while the capacity to handle call volume is no longer constrained by the number of service center lines or available agents.”
The AI Virtual Agent built on large language models, hosted on the AWS cloud infrastructure, supports unlimited multilingual interactions and will keep on expanding its capabilities.
To consolidate and bolster this offering, Hansen has acquired a minority stake in Dial AI, a top software engineering firm specializing in AI-driven solutions.
This investment will further strengthen Hansen’s innovation journey in customer service for the utilities and communications arenas.
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