Empowering Customer Service with Generative AI

Helping Enexis accelerate digital transformation with Retrieval-Augmented Generation (RAG)

Enexis is one of the largest grid operators in the Netherlands, delivering electricity and gas to over 3 million customers. With a strong focus on building a reliable, safe, and future-proof energy infrastructure, Enexis is at the forefront of the energy transition facing increasing pressure from sustainability goals, labor shortages, and geopolitical shifts in energy supply.

To meet these challenges, Enexis is investing in digital innovation. Enexis is building an internal capability for generative AI to boost operational efficiency and quality, initially focusing on customer service, with support from Aurai.

Scaling Customer Support with AI

As more customers transition to electric vehicles and solar energy, Enexis’ customer service team is receiving a growing volume of inquiries about home charging stations and solar panel installations. To support the team without adding more personnel, Enexis sought a solution that could intelligently assist agents in handling this surge.

Aurai contributed to the development of a Retrieval-Augmented Generation (RAG) application, designed to aid in generating high-quality, context-aware responses to customer emails. This collaboration involved integrating existing Enexis platforms to ensure the system provides accurate, grounded answers by retrieving relevant information from internal knowledge bases.

Building on a Solid Foundation

We began the engagement by working with a “golden dataset” a curated collection of email exchanges to evaluate and improve the quality of LLM-generated responses. To maintain consistency with the team’s existing workflows, we built custom scraping and chunking logic to structure the knowledge base for optimal retrieval, ensuring minimal disruption to day-to-day operations.

A robust feedback loop was also implemented. The system uses historical and newly generated responses to continuously refine and improve its outputs creating a self-reinforcing cycle of quality enhancement.

A Growing Pilot with Promising Results

A pilot group of six customer service agents began using the RAG application, and the initial results were promising: the system was able to handle a significant portion of incoming emails autonomously or with minimal human intervention. Based on this success, the pilot group is now being expanded, with plans to double the number of agents using the application in the coming weeks.

The next phase will focus on full-scale production deployment. This includes integrating internal databases into the retrieval process, further expanding the RAG system’s access to critical operational knowledge.

“This collaboration with Aurai has shown how powerful and practical generative AI can be when it’s embedded thoughtfully into our operations. We’re excited to scale this further.”

Supporting the Future of Energy with Intelligent Automation

By enabling customer service teams to work more efficiently, Aurai is helping Enexis serve their customers better while freeing up resources to focus on the broader mission of leading the energy transition. This project marks a key step in Enexis’ broader digital transformation journey, and we’re proud to be a strategic partner in making it happen.

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