AI-driven customer journey & web navigation

The Challenge: For a global multi-energy company like TotalEnergies, the digital customer journey can be complex. With a wide array of products, services and technical information spread across an extensive web presence, customers often struggle to find specific answers quickly. Traditional static FAQs are frequently insufficient for modern users who expect a personalized, conversational interaction that can adapt to their specific needs in real time.

The Solution: SUSI&James introduced "Elodie," an AI Agent that serves as a central hub for customer engagement. More than just a simple chatbot, Elodie acts as a comprehensive Digital Employee that:

• Provides 24/7 expert support: Answers detailed questions about TotalEnergies' products and services via chat, ensuring customers get the right information outside of standard business hours.

• Acts as an intelligent navigator: Serves as a live guide on the website, helping users find specific sections, tools or documents instantly, which reduces bounce rates and improves user satisfaction.

• Captures real-time feedback: Collects valuable insights and feedback directly from customers, allowing TotalEnergies to identify pain points and optimize their digital offerings.

The Result: A significantly enhanced digital presence that prioritizes customer convenience. Elodie allows TotalEnergies to maintain a personal connection with its massive global user base without increasing the administrative burden on human service teams. By bridging the gap between complex energy services and intuitive user interaction, Elodie ensures a seamless, modern and efficient customer experience.