Utilities

Reduce Headache, Minimize Consumer Effort with Automation

Best Practice: Use AI for complex but repetitive tasks like Start/Stop Service.

Deregulation, cost pressures, changing customer expectations… Utility providers can’t rely on low service costs alone to stay ahead of competition. Implementing call center AI can significantly improve the cost-efficiency of your company by shifting repetitive yet complex tasks from CSRs to AI agents. In this way, live agents can focus on more sophisticated requests while clients enjoy seamless customer self-service, creating the loyalty your company strives to establish.
What we can automate for you

Challenges Facing Utility Providers

  • Customers seek 24/7 access to their account status and other important information
  • Providing an easy and convenient way for customers to start, stop, suspend, and transfer service
  • Providing an effortless means of communicating with your company, especially to report and receive updates about power outages
  • Working out payment arrangements
  • Timely notification to customers regarding upcoming or overdue payments
  • Alerting customers of impending service disconnections, as required by law

You can use intelligent virtual agents to handle these utilities processes:

Billing

Automation streamlines the billing process by giving customers easy access to invoices. Turning these tasks over to AI Bots:
Secure Omnichannel Call Center Automation Authenticates Customers
  • Improves customer access to account information, e.g. payable balance, due dates, payment history, etc.
  • Facilitates the update of contact information
  • Gives customers 24/7 access to their accounts
  • Provides quick, easy, and secure bill pay
  • Allows agents to handle “moments of truth”

Starting, Stopping, Suspending, & Transferring Services

According to the US Census, the average American will move approximately 11.4 times in their lifetime. Manage this challenge and keep customers loyal with an AI-based self-service option that:
Omnichannel Call Center Automation is Capable of Securely Automating Credit Inquiries
  • Automates address capture, switches payment dates, outlines specific service offerings, etc.
  • Relieves headaches associated with relocating services
  • Offers clients an easy means to transfer or cancel services

Outage Reporting

Outages affect nearly 20 million people in the US and they generally elicit similar reactions: a barrage of calls. Combat this with an automated outbound solution that:
Utilities
  • Updates customers of the disrupted service and predicted duration of downtime
  • Gives users peace of mind by letting them voice their concerns
  • Allows manpower to be redirected towards resolving the situation

Appointment Reminders

Truck rolls are costly. It is important to reduce the probability of a no-show by offering customers appointment reminders with call center automation. In this way:
Customers can Make Payment Arrangements Securely using Omnichannel Call Center AI
  • Ensure clients are home and ready to meet with field technicians
  • Enable speedier service calls with fewer delays
  • Let clients reschedule service conflicts on the same outbound call or text conversation

Payment Reminders & Disconnect Notices

Even the most meticulous customers miss payments when life gets hectic. With call center AI:
Customers can Make Payment Arrangements Securely using Omnichannel Call Center AI
  • Customers can multitask – e.g. check-in while at the baggage claim, on the car ride over, etc
  • Guests are happier, as they save time they otherwise would have lost standing in queues
  • Service desks experience less congestion and employees can better serve the needs of their clientele
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