EXECUTIVE SUMMARY

neoom provides comprehensive solutions for decentralized energy. With products from the neoom ecosystem, customers can generate their own energy, store it, optimize its usage, and even trade it within their community. In 2024, neoom acquired an average of 500 new clients weekly. Rapid growth like this can make it challenging to provide high-quality support to both existing and potential customers. To address this, we were tasked with identifying opportunities to leverage AI in the customer journey to enhance customer satisfaction and retention.

Goal

Our goal was to determine where AI integration within the customer journey would most effectively improve customer satisfaction and to develop an implementation plan for this integration. The objective is to introduce an AI solution that can provide relevant answers to customer inquiries, thereby significantly reducing issue resolution times and alleviating stress on customer support teams, all while improving the overall customer experience. For optimal performance, the AI tool should be trained on a clean dataset with in-depth knowledge of neoom’s products, ecosystem, and specifications to deliver precise responses to every query.

Methodology

First, we analyzed the customer journey and evaluated customer success and support processes to identify potential opportunities and risks associated with using AI. This assessment helped determine whether an AI solution would be suitable for neoom. Next, we conducted numerous interviews with neoom employees from various departments to gain a deeper understanding of internal processes and workflows, both individual and team-based, along the customer journey. Simultaneously, we analyzed neoom’s competitors to assess if and how they are utilizing AI for customer support. Based on the internal and external insights gathered, we identified three key opportunities for AI integration, selected one to focus on, and developed our final output: an AI implementation 

plan for a chatbot.

Results

Our final deliverable includes a recommendation for where AI can be implemented along the customer journey to maximize customer satisfaction, as well as a comprehensive implementation plan for a functional AI chatbot. The plan outlines two implementation options: one fully custom-built solution and another that combines custom and pre-built components. Additionally, it provides guidelines for structuring data and engaging employees to minimize challenges during the implementation process.

Cooperation Partner

• neoom

• THE ICON VIENNA

• Widner Gürtel 9, 11 & 13, Turm 24, Top 21.02, 1100 Vienna, Austria

• neoom.com

Contact Person

• Martin Riegler - martin.riegler@neoom.com

Student Team

• Isabell Engelbrecht

• Daniel Lukanov

• Ashley Zvaniashvili

Project Manager

• Mag. Benjamin Monsorno, MA

• Dr. Dorothee Horvath