Helen energy service agent network

What was done

Helen, a Finnish energy company, built an agentic AI customer-service foundation from scratch instead of extending a traditional chatbot. More than 50 agents operate across the app, customer portal, and website, with central orchestration for routing, context handling, and escalation. Specialized agents answer support questions, direct customers to the right self-service path, and complete tasks such as moving an energy contract to a new address. NiCE reports more than 80% positive customer feedback, a relocation-agent customer-effort score of 4.7, 100% resolution for the relocation task, and new agents deployable within days after a two-week development cycle.

Stack