Sunrun achieves a 50% call resolution rate

Partnering to drive results
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50%Payment-related calls resolved
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4.6/5CSAT score
High costs and rising call volumes
24/7, no-wait service for payments-related calls
50% of payments calls automated
Today, nearly 50% of payment calls are resolved without a single agent’s involvement, alleviating the pressure on contact center staff and allowing them to focus on more complex, value-driven customer needs.
4.6/5 CSAT score
Success in basic payments calls empowered Sunrun to scale AI to new use cases, adding autopay enrollment, after-hours support, and a Spanish-language option, which all drove a significant CSAT increase.
Significant cost savings
Higher autopay enrollment, fewer payment defaults and increased contact center capacity enabled Sunrun to capture impactful cost savings. Today, these outcomes are helping Sunrun increase their investment in new growth opportunities.
Director of Engineering and Communications Domain Owner