About the customer
SolarEdge is a global leading company in the field of solar energy solutions and smart energy converters. The company was founded in 2006 and has since become a leading player in the global solar energy market.
Business Achievements:
- Funding from leading companies: venture capital from GE Energy Financial Services, Norwest Venture Partners and other companies
- Successful initial IPO: March 2015 raised $126 million
- Record revenue: $3.11 billion in 2022
- Global Presence: Systems installed in more than 140 countries
Location in the market:
- Leading in the global solar energy converters market
- Significant share of the U.S. private business market
- Millions of systems installed around the world
Project Services
- Startup Services & consulting
- AI-Artificial Inteligence
- API and 3rd party integrations
- Custom Software Development
The Technical Challenge
SolarEdge operates an extensive telephone support system that serves millions of customers around the world. The main challenges:
Operational Challenges
- Huge volume of inquiries from millions of customers around the world
- Technical complexity of solar energy systems
- High operating costs of the large support system
- Need for 24/7 availability in different markets
Quality Challenges
- Tracking in service across large teams
- Long waiting times during rush hours
- Need for ongoing training of support representatives
- Analysis of insights from thousands of daily conversations
Botlee's solution
Comprehensive learning process: The Bootley team carried out an in-depth learning process of SolarEdge’s telephone support system, while analyzing conversation patterns, identifying common problems, and understanding the existing processes.
Artificial Intelligence System for Support
Advanced call processing engine:
- Create an automatic Voice Transcript from call recordings
- Advanced natural language processing that understands technical terminology
- Identifying emotions and level of urgency in conversations
- Automatic category of inquiries types
Adjusted artificial intelligence model:
- The AI model is specially adapted to the field of solar energy
- Continuous learning from thousands of historical recordings
- Identifying Solutions to Common Problems Automated
- Predicting problems types based on initial description
Advanced Insight Analysis System
Data processing on scale:
- Analysis of thousands of recordings of the large support system
- Identifying trends and recurrent problems
- Mapping topics required for product improvement
- Executive Reports with Business Insights
Project Results
The solution developed by Bootley provides SolarEdge:
Business Insights:
- Identifying product problems in the early stages
- Continuous improvement of the company’s products
- Better forecasts for support needs
Technological innovation:
- Developing a unique AI model for solar energy
- Advanced algorithms for processing technical calls
- A continuous learning system that improves over time.
This project demonstrates Botley’s ability to develop advanced AI solutions for global companies, combining a deep understanding of complex business processes with innovative AI and machine learning technologies
The guys in Bootley did their best to learn our support system to create an innovative solution with advanced technology I’d be happy to recommend the company Cancele
