Omilia’s AI-driven contact center transformation at PSEG led to fast, tangible, and reliable results. Misrouted calls dropped from 40% to 15%, while containment rates improved more than 3%. Higher containment rates meant fewer calls required agent assistance, freeing up resources and improving efficiency. The platform demonstrated impressive scalability during weather-related spikes, maintaining seamless service around the clock. Most notably, proactive call reason identification, allows enabling intelligent, quicker, and anticipatory service by recognizing customers’ reasons for calling and addressing them upfront.
