Consumers leading a connected lifestyle expect instant service. If they don’t get it, they often switch to a competitor. This led eprimo GmbH, an energy discounter in Germany, to engage IBM Services to develop a digital customer interaction channel, or chatbot, for its call center. “Sophie” is a 24x7 conversational agent powered by IBM Watson AI technology and run on IBM Cloud that automatically handles customer queries by pulling answers from a knowledge base of historical service records. Sophie is helping eprimo drive digital transformation, raising its digital contact rate to 75% and answering 70,000 chats monthly.