Perry Ellis · Yotpo
1.4% — conversion rate
Independently reportedRetail & e-commerce · Customer support · NLP · Scaled
Customer support
innogy Polska S.A. · Softwise.AI
Vendor-reportedEnergy & utilitiesPolandPilotEnterpriseNLPLive 2019
Vendor-reported. The customer is named and the numbers are quoted from the source page, but the account comes from the vendor. No independent confirmation.
Reported by softwise.ai (vendor self-report). Checked against the source page on 2026-09-06. 2 of 2 figures below appear on that page word for word.
The problem
Consultants struggled with fragmented knowledge across SharePoint, training documents, and websites, leading to slow answers, reliance on second-line support, and expensive onboarding.
What was deployed
- Vendor
- Softwise.AI
- Products
- AI Knowledge Assistant
- Technique
- NLP
- Build or buy
- Bought and customised
- Deployment
- Custom build
- Data used
- innogy's SharePoint, training documents, and external websites
- Scale
- call center and selected stationary branches in Warsaw
What changed
Each row is quoted from the source. Figures we could not find on the page in those words are marked — they are kept, not deleted, so you can judge them.
84%response efficiencyat the Proof-of-Concept stage
“At the Proof-of-Concept stage already delivered 84% response efficiency”
Quoted word for word from the source
8.3/10consultant satisfactionat the Proof-of-Concept stage
“8.3/10 consultant satisfaction”
Quoted word for word from the source
Identification of knowledge gaps
“Identification of knowledge gaps - topics being asked about that the existing documentation did not cover.”
Quoted word for word from the source
Identification of outdated content
“Identification of outdated content - SharePoint material that needed refreshing.”
Quoted word for word from the source
Better adjustment of external and internal communication
“Better adjustment of external and internal communication to the actual needs of customers.”
Quoted word for word from the source
“Thanks to the integration with the internal knowledge base, customer service consultants could obtain the necessary information through one window, which allowed us to shorten the time of customer service. Already in the testing phase, we obtained 84% effective answers.”
Difficulties and limits
- Very wide knowledge surface per consultant
- Frequently changing regulations and market conditions
- Slow, expensive onboarding and ongoing training
- Heavy reliance on second-line support
- A fragmented SharePoint estate
Sources
- softwise.ai — vendor self-report, 2025-03-07
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