Company
A leading North American energy infrastructure company, operating the continent’s longest pipeline system, transporting 30% of North American crude oil and 20% of US natural gas, serving 7 million+ utility customers.
Languages
Multilingual support across delivery centers
Industry
Energy & Utilities
Channels
Digital Assistant, Chat, Voice, Email, Self-Service Portal
Use Cases
This Fortune 500 energy infrastructure company, North America’s premier pipeline operator and one of the continent’s largest natural gas utilities, operates across the US and Canada with 20,000+ monthly support contacts spanning voice, chat, email, and self-service channels.
Facing excessive dependency on voice-based support and fragmented automation, the company embarked on a digital self-service transformation exercise. By deploying an intelligent digital assistant powered by Yellow.ai alongside Gen AI capabilities, RAG-based knowledge automation, and deep ITSM integration, the organization shifted from costly, slow voice-first support to a modern, proactive self-service model.
Excessive dependency on voice-based support
The vast majority of IT support interactions were handled over the phone, driving up operational costs and creating bottlenecks for a workforce spread across US and Canadian operations.
No chat automation
Without any digital assistant or chatbot capability, user interactions were inefficient and outdated. Employees had no fast channel for routine requests like password resets or approval workflows.
Minimal L1 automation and shift-left strategy
The lack of automation at the first level of support meant high service desk contact volumes, with agents manually handling tasks that required no human judgment.
Disjointed processes and poor knowledge base
Fragmented workflows and an underutilized knowledge base slowed resolution speed, forcing agents to reinvent answers to common questions rather than leveraging documented solutions.
Deployed an intelligent digital assistant and chat AI agent to intercept routine interactions before they reach the phone queue, enabling employees to resolve common issues through faster, more intuitive self-service channels.
Implemented data-driven use cases including automated approval workflows (now handling ~30% of all requests), incident logging, and guided troubleshooting, delivering quick fixes without agent involvement.
Leveraged Gen AI through Hubble and quick-heal actions to reduce Average Handle Time and boost shift-left efficiency, resolving issues at the lowest possible tier.
Built a contextual, RAG-powered knowledge base enabling smarter resolutions. AI agent-driven KB usage surged 185%, with hundreds of new articles created or updated and utilization trending at 95%+.
Implemented digital experience monitoring and backend coordination to shift from reactive to proactive support, identifying and resolving issues before employees even report them.
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%+Growth in chat adoption, driving digital engagement
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%+Improvement in first response time
(↓ from 62.9s to 8.16s)
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%+SLA compliance for incident resolution
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%+Drop in business escalations
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%+Reduction in inherited ticket backlog
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%+CSAT score, consistently outperforming industry benchmarks
A superior support model
With this fundamentally different model, employees now reach for digital channels first instead of picking up the phone, a cultural shift that’s reduced pressure on the service desk and put resolution in employees’ own hands.
Near-instant response times mean field workers and operations teams aren’t waiting around during critical moments, they get answers and get back to work.
Speed that matches the pace of operations
Service desk freed for complex work
With escalations and ticket backlogs dramatically reduced, support teams now focus on problems that actually require human expertise instead of drowning in routine requests.
A knowledge base that gets smarter over time
The RAG-powered knowledge base has become a living resource — continuously expanding, surfacing contextual answers, and reducing the same questions from being asked twice
Consistently high SLA compliance and satisfaction scores, outperforming industry benchmarks, across 20,000+ monthly contacts, without adding headcount.
Enterprise reliability without enterprise friction
