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They’re Trying AI for Smarter Customer Service

Skövde Energi is an energy company that always aims to stay ahead. That’s why they are one of Lime CRM’s beta testers for new AI features, giving them the opportunity to both influence development and benefit from the latest technology.

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Exploring AI in everyday work

Skövde Energi is a selected beta tester of the new AI solutions in Lime CRM. This means they actively help shape how the technology evolves. Sabina Lloyd, Administrative Coordinator at Skövde Energi and system owner for Lime, also works in customer service when needed.

– It’s a big advantage that I work in Lime regularly myself. That way, I clearly see what doesn’t work for us and which features I’d like to improve.

– The feature we’re live with today is an AI chat that assists us directly within tickets and customer records, Sabina explains. It can summarise what a ticket is about, show which colleagues have been involved, and even suggest email replies.

A smoother way of working

One clear example where AI is already making a difference is in translations. In a city with a large number of international students, it has become a valuable support in everyday communication.

– We can easily get support with translating emails, enabling us to help all colleagues feel confident when replying in English for example, says Sabina Lloyd.

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Developing without losing the human touch

Right now, Skövde Energi is preparing for the next step: letting AI support ticket categorisation. With 192 (!) different ticket types, this requires careful preparation. The expected benefits are considerable, offering both time savings and more consistent handling.

– Today, nine of us categorise tickets manually. When AI can take care of that, the results will be more consistent, and we’ll gain a much better overview, Sabina Lloyd explains.

Looking ahead, Skövde Energi also plans to introduce live chat in Lime, where AI will handle simpler inquiries outside staffed hours.

– We want to find the right balance where AI is a support, not a replacement.

Results driven by curiosity and collaboration

Being able to influence how the tools are developed is something Skövde Energi truly appreciates. The collaboration with Lime is defined by curiosity and shared progress.

– “We were asked if we wanted to participate in beta testing. Since both Wiktoria Breman and I enjoy trying new things and are passionate about technology and improvements, we, of course, said yes,” Sabina Lloyd says.

When describing what it’s like working with Lime, she adds:
– “We work closely together to identify what’s needed and support each other in moving forward. That’s when you get truly great results.”

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– I think we have a really strong dialogue with Skövde Energi. We’ve found a sweet spot, a solution that delivers clear impact without requiring major effort, says Johan Andersson, Product Manager at Lime CRM.

– I’m looking forward to going live with the AI agent at Skövde Energi. I believe it will save a significant amount of time by automatically summarising and categorising new tickets, so they can be delegated directly to the right team, he continues.