E.ON, Essen, Nordrhein-Westfalen, Germany: Chatbot Jane

Company: E.ON, Essen, Nordrhein-Westfalen
Company Description: The E.ON Group is one of Europe's largest operators of energy networks and energy infrastructure and a provider of innovative customer solutions for 50 million customers. Thus, we are decisively driving forward the energy transition in Europe and are committed to sustainability, climate protection, and the future of our planet.
Nomination Category: Product & Service Categories - Business Technology Solutions
Nomination Sub Category: IT Service Management Solution
2022 Stevie Winner Nomination Title: Chatbot "Jane"
  1. Which will you submit for your nomination in this category, a video of up to five (5) minutes in length about the the nominated new or new-version product or service, OR written answers to the questions for this category? (Choose one):
    Written answers to the questions
  2. If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video.

     

  3. If you are providing written answers for your submission, you must provide an answer to this first question: If this is a brand-new product, state the date on which it was released. If this is a new version of an existing product, state the date on which the update was released:

    8 December 2021

  4. If you are providing written answers for your submission, you must provide an answer to this second question: Describe the features, functions, and benefits of the nominated product or service (up to 350 words):

    Total 350 words used.

    Jane is a friendly IT-support chatbot available on Microsoft Teams. The bot joins the E.ON Global Service Desk (GSD) colleagues in working with customer queries, many of which she can resolve on her own. The bot is built on E.ON’s bot platform Cognigy AI and guides users through structured questions to help them nail down their IT queries. Jane benefits from the traditional machine learning capabilities – recognizing user intent from various types of input, including handling different speech registers and misspellings. Thanks to live chat integration, Jane can also connect users with a GSD agent.

    Jane’s rollout marks an important technical milestone: first in E.ON live chat integration through MS Teams and internal IT helpdesk). Now users can interact with the ticket platform without the channel break to create new tickets. Jane can also display status of already existing tickets in a convenient table form and then continue with the chat should the user have further questions.

    Jane is also successful example of the first in E.ON bot-to-bot integration. It is a practical realization of the “Bot Community” concept - a skill-based approach towards bot building analogous to Alexa skills. Skills are various use cases and processes. The Master Bot is the one with the general knowledge of all capabilities of the family, child bots, meanwhile, focus on specific skills. The Master Bot can also be used as a parent to redirect queries to Child Bots that those specialize in. This is how Jane was developed [REDACTED FOR PUBLICATION] to take over the following cases:

    - Public Key Infrastructure (PKI) queries, including problems with encrypted mails, pin reset, requesting certificates.

    - PingID: issues concerning E.ON employees’ authentication to their work place via biometric security, such as registering a new device or unpairing an old one, enabling touch ID.

    Jane provides step-by-step instructions accompanied by screenshots and links. The instructions have variations depending on the type of device and checkpoints to make sure the user can keep up. The content in Jane is also constantly growing to cover new generations of devices.

  5. If you are providing written answers for your submission, you must provide an answer to this third question: Outline the market performance, critical reception, and customer satisfaction with the product or service to date. State monetary or unit sales figures to date, if possible, and how they compare to expectations or past performance. Provide links to laudatory product or service reviews. Include some customer testimonials, if applicable (up to 350 words):

    Total 122 words used.

    The project was concluded with NPS 9/10. Jane successfully takes over standardized queries thus alleviating pressure on Global Service Desk agents thus significantly reducing the number of tickets. Jane is currently available in two languages – English and German – which together makes it available for over 10.000 employees. [REDACTED FOR PUBLICATION] The ultimate goal is to make Jane available to the entire E.ON world with its 80.000 employees and increase Jane’s use cases to cover 70% of all incidents. In addition, a voice version of Jane is currently under development.

  6. You have the option to answer this final question: Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):

    Total 21 words used.

    [REDACTED FOR PUBLICATION]
Attachments/Videos/Links:
[REDACTED FOR PUBLICATION]