AI-Powered Chatbot Reduces Customer Requests by 27%, Wins Chartwell Recognition
In a year defined by rapid digital transformation and the accelerating adoption of electric vehicles, Hydro-Québec has emerged as a leader in customer-centric innovation. The utility has been named the recipient of Chartwell’s 2025 Silver Award for Excellence in Digital Experience for its groundbreaking generative AI chatbot, Voltère. The award will be presented during EMACS – The Customer Experience Conference in Dallas this October.
Launched in late 2024, Voltère was designed to meet the growing demand for real-time, around-the-clock customer support on Hydro-Québec’s public EV charging website. Built with advanced natural language processing capabilities, the chatbot delivers seamless, human-like interactions that help customers find answers quickly and efficiently.
Before going live, Voltère underwent rigorous testing, cybersecurity vetting, and was trained on the utility’s website content to ensure accuracy and safety. The results speak for themselves: since its launch, Voltère has reduced customer inquiries submitted through the “Contact Us” form by more than 27%.
Hydro-Québec will present a deeper dive into Voltère’s development and impact during an upcoming Chartwell webinar, offering peers across the utility industry a chance to learn from their success.
Congratulations to Hydro-Québec for leading the charge into a smarter, more responsive future!
💡Learn more about the EV and Customer Experience Leadership Councils by contacting Tim Herrick.
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