We knew IBM Watson as a technology will help us at scale on improving our customer service. And basically, this was one of our key projects to drive the digital transformation.

Jens Michael Peters, CEO, eprimo

Business Challenge

Today’s businesses have one opportunity to make a good first impression, and their customers expect great digital service experiences. eprimo, an energy discounter in Germany, knew its customers wanted instant answers, or they would look elsewhere for service. 


eprimo worked with IBM Services to create “Sophie,” a 24x7 chatbot that is making a difference with its customers. Powered by IBM Watson technology and run on IBM Cloud, Sophie can handle multiple contacts at one time, and can scale seamlessly as chat demand increases. Using Sophie has helped eprimo increase its digital contact rate from 40% in 2017 to 75% in 2020, now averaging 70,000 chats monthly, helping eprimo drive the digital transformation of customer service.

Solution Category

  • IBM Cloud
  • Services