Automatic information extraction, emotion analysis to improve service quality and 85% accuracy in automatic categorization just two months after go-live
Energy
+60 employees
Milan, Italy
Ticket categorization
Emotion Analysis
AI-based data collection
Intelligent routing
Spam content archiving
Non-relevant content archiving for CS
Trend and topic analysis
Integration with Salesforce
NeN, a fully digital energy provider, partnered with Stip AI to optimize email-based customer support by improving ticket categorization, automating data collection and analyzing customer interactions to uncover critical issues and opportunities. With Stip AI, NeN significantly reduced response times and enhanced its service analysis capabilities. Following the successful integration, the company is now expanding the use of Stip AI to WhatsApp and phone channels for a truly advanced omnichannel experience.
Keeping every customer interaction truly human, with a personalized experience at its core.
Ensuring high-quality service by reducing low-value manual work, allowing agents to focus on meaningful conversations.
NeN continuously works to improve customer satisfaction by analyzing user sentiment and identifying trends.
Any technological innovation must align with the company’s strict standards for privacy and ethical AI usage.
Stip AI enables NeN to enhance the quality of its support while respecting privacy and internal policies. Here’s how:
Automatic ticket categorization to streamline operations
Emotion analysis to detect customer frustration or dissatisfaction
Trend and intent analysis to generate strategic insights
Automatic filtering and closing of irrelevant or spam content to reduce agent workload
NeN faced growing volumes of email requests, all processed manually. This led to operational inefficiencies and limited insight into customer needs.
Key pain points included:
Manual identification of the customer’s service reference ("punto di fornitura"), extending managing time.
Lack of automation in collecting necessary data, which slowed down agents
Inefficient request categorization, limiting internal process analysis
No emotion analysis making it difficult to identify critical areas of friction
With rising demand, NeN needed a scalable, data-driven solution to improve service quality and reduce operational load.
Stip AI transformed NeN’s support operations by making customer data instantly actionable.
Key improvements include:
Real-time ticket categorization: removing the need for manual classification
Automatic detection of service reference ("punto di fornitura"): within messages
Smart ticket routing: directing requests to the right team instantly
Topic analysis: to surface recurring patterns and opportunities
Duplicate and urgency detection: linking follow-ups to original requests and identifying high-priority cases
Spam and non-actionable filtering: automatically closing irrelevant tickets
accuracy in automatic categorization
accuracy in emotion detection
of tickets automatically linked to the correct customer reference
reduction in average handling time, thanks to end-to-end automation
Following the email success, NeN is now expanding Stip AI to WhatsApp and phone channels.
The goal is:
Improve request tracking across platforms
Automate categorization and insight collection in real time
Offer a seamless, consistent customer experience across all touchpoints
By adopting Stip AI, NeN transitioned from manual processes to an AI-powered, insight-driven support model. The result: faster service, deeper customer understanding, and improved team efficiency.
With omnichannel expansion already underway, NeN continues to set the standard for modern, data-centric customer support in the energy industry.
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