AI Alters the Utility Customer Experience

Utiliites are using artificial intelligence in novel ways to enhance customer service.  They are relying on it to correlate data, improve the customer experience, and automate business process. Consequently, AI is becoming a linchpin in customer service applications.

AI is an emerging technology where computers take on reasoning functions typically associated with human. The technology has been gaining traction as cloud computing has taken hold..

AI can be applied to any business problem. Gartner found its use growing in three customer service areas.

Obtain New Insights: utilities collect oodles of information and AI enables them to transform it into actionable insights.  Rather than simply look for ways to cut customer service costs, they can focus on areas where they generate value. Organizations use these insights to understand how effective their marketing campaigns and identify those areas where their investments have the biggest impact.

Ensure Optimal User Experiences:  AI can guide agents’ decisions and speed up issue resolution.   Simultaneously, AI can make it easier for customers to resolve issues on their own, providing a better customer experience.

Process Improvement:  Energy companies put many mechanisms in place to support their customer service business processes. Traditionally, much of this input has been manual. AI enables them to automate tasks, such as collecting customer information. The change reduces costs, improves efficiency, and enable personnel to spend less time on routine inquiries and more on complex customer service issues.

AI is an emerging technology that promises to change the customer service landscape. Energy companies can leverage it to gain a better understanding of their environment, improve the customer experience, and streamline business processes.