Really understanding customer contact has helped British energy company, EDF, become one of the best companies for supporting vulnerable customers. Their use of AI and working collaboratively across the business, has achieved really positive customer outcomes across all channels. Their fully formed approach to strategic AI sets the standard for others to rise up to.
EDF won Gold for Best Cross-Functional Collaboration and Greatest Impact of Artificial Intelligence (AI) at the European Contact Centre & Customer Service Awards 2023.