Inside the AI copilot revolution that saved Essent €1.8M with Kellin Sjoerds and Ricky Rekkers

In this episode of VUX World, we chat with Kellin Sjoerds and
Ricky Wekker, Conversational AI Engineers at Essent - the
Netherlands’ largest utility provider and part of the E.ON Group
to uncover the story behind their groundbreaking agent assist
tool, Bolt.


Bolt is an AI-powered agent copilot that has transformed Essent’s
call centre operations, shaving an average of 60 seconds off
every call and delivering over €1.8 million in savings, not
through layoffs, but by reducing dependence on BPOs.


We unpack the full journey behind Essent’s AI copilot, Bolt,
starting with a simple observation during a team shadowing
session that sparked its creation. What began as a hackathon MVP
quickly turned heads, prompting leadership to ask, “How fast can
we launch this?” 


From there, we uncover how the team tackled complex challenges
like cleaning and restructuring their knowledge base,
implementing a smart chunking system, and fine-tuning prompts to
ensure accurate, reliable outputs. And through a carefully staged
rollout, they struck the right balance between innovation and
safety, navigating compliance hurdles while delivering impressive
business value.


This episode is brought to you by NLX.


NLX is a conversational AI platform enabling brands to build
and manage chat, voice and multimodal applications. NLX’s
patented Voice+ technology synchronizes voice with digital
channels, making it possible to automate complex use cases
typically handled by a human agent. When a customer calls, the
voice AI guides them to resolve their inquiry through
self-service using the brand’s digital asset, resulting in
automation and CSAT scores well above industry average. Just
ask United Airlines.


Shownotes:


Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW


Subscribe to The AI Ultimatum Substack:
https://open.substack.com/pub/kanesimms


Get in touch with Kane on LinkedIn:
https://www.linkedin.com/in/kanesimms


Hosted on Acast. See acast.com/privacy for more information.