Finnish companies Lumme Energia and Aiwo have collaborated over the past four years with a shared objective of continually improving customer experience and enhancing cost efficiency.
The partnership between energy service provider Lumme Energia and Aiwo, a company specializing in AI-powered Customer Contact Intelligence, has resulted in significant enhancements in service quality, cost efficiency, and overall customer experience. AI assists in anticipating customer needs, providing an unprecedented opportunity for service development. The cooperation involves real-time analysis of all customer service channels and feedback, forming an integral part of Lumme Energia’s proactive, statistically-driven business growth and service enhancement processes.
Customer experience at the core of all developments
Aiwo’s advanced customer service analytics analyzes every call and message received by Lumme Energia’s customer service, highlighting customer needs and placing customer-centricity at the forefront of business process improvements. This approach directly improves customer experience and fosters smoother customer service operations. Customers no longer need to spend their time initiating contact, as issues are increasingly resolved proactively. This creates a seamless service experience, boosting efficiency and enhancing customer satisfaction.
Evolving AI supports business growth
The growing number of customers and expanding business operations at Lumme Energia have accelerated the adoption of AI solutions to refine customer service.
“Our collaboration with Aiwo further reinforces our already high customer satisfaction. AI enables us to streamline processes, freeing up staff to focus on more demanding customer service tasks. Every phone call is automatically summarized and added to the customer’s records, expediting customer service, enabling clear communication, and supporting satisfaction for both customers and staff,” says Johanna Viskari from Lumme Energia.
Proactive and efficient customer service powered by AI
Aiwo and Lumme Energia aim through their collaboration for continuous improvement in customer service and experience. Customer experience translates directly into measurable financial outcomes as ambiguities and errors decrease, reducing customer inquiries. This proactive development utilizes AI-powered analytics to support business and customer service processes as well as staff training. The outcome is increasingly efficient customer service, where each customer interaction provides valuable insights for different business areas. The ongoing development of the OmaLumme application is an excellent example of this approach.
Aiwo’s objective is to help companies generate value for consumer customers:
“We live in an era of artificial intelligence, yet large-scale adoption of technology is still taking its initial steps within Finnish companies. It is exciting to collaborate with Lumme Energia, a continually evolving company at the forefront of development. At Aiwo, we focus on solving our clients’ business challenges and delivering measurable financial benefits, leveraging advanced AI technology as the tool to achieve these objectives,” says Jani Jokela from Aiwo.
For further information:
Aiwo: Chief Operating Officer Jani Jokela, jani.jokela@aiwo.ai +358 41 4367596
Lumme Energia: Director of Customer Experience Johanna Viskari, johanna.viskari@lumme-energia.fi +358 50 3500512
About Lumme Energia
At Lumme Energia, we provide positive energy—on every level, across Finland. We assist customers in choosing the most suitable, reliable, and sustainable energy solutions for homes, cottages, businesses, and electric mobility. We also inspire our customers to harness solar energy. We serve both individuals and businesses professionally, meeting needs and exceeding expectations in true Lumme fashion.
Collaboration with Aiwo is part of Lumme Energia’s ongoing development efforts aimed at exceeding customer expectations daily.
About Aiwo
Aiwo is a leading Finnish company specializing in analyzing customer service interactions. Aiwo’s unique AI-driven analytics for identifying Failure Demand, combined with technology developed for deep conversational analysis, help companies improve efficiency, enhance customer service and experience, and foster more meaningful customer relationships.