Advanced Analytics and Machine Learning in Utility Customer Management: A Matter of Life and Data
- May 23, 2019 8:01 am GMT
This item is part of the Special Issue - 2019-05 - Customer Care, click here for more
Two interesting phenomena are hitting the utility industry right now. One is the availability of deeper, richer data on customers, courtesy of smart meters. The other is the emergence of machine learning as a readily available tool to help improve all aspects of customer operations--from service order efficiency, to improved call center operations, to improved customer program engagement. The intersection of these two major developments merits some exploration, but first let’s lay a bit of a foundation before we look at the reality of this in a large investor-owned utility.
First, there are some misconceptions about machine learning, so let’s start with a simple definition: Machine learning is a method of data analysis that automates analytical model building. It is a branch of artificial intelligence based on the idea that systems can learn from data, identify patterns and make decisions with minimal human intervention. This concept of learning, or training, from relevant data sets cannot be overemphasized. This is the core to what enables machine learning.
No discussions yet. Start a discussion below.
Get Published - Build a Following
The Energy Central Power Industry Network is based on one core idea - power industry professionals helping each other and advancing the industry by sharing and learning from each other.
If you have an experience or insight to share or have learned something from a conference or seminar, your peers and colleagues on Energy Central want to hear about it. It's also easy to share a link to an article you've liked or an industry resource that you think would be helpful.