WhatsApp Chatbots Transforming Customer Experience in Utilities Sector

“Artificial intelligence is critical for the bank” and “critical to our company’s future success,” JPMorgan Chase CEO Jamie Dimon said, according to a Bloomberg report last Wednesday (June 21). That’s why it should be no surprise that JPMorgan Chase, the largest bank in the U.S. as well as the biggest bank in the world by market capitalization, is so keen on the technology’s ability to provide value. Chat-GPT can analyze large amounts of data to generate accurate demand forecasts. This can help utilities manage their resources more effectively and maintain a reliable supply. It streamlines the acquisition process, allowing you to perform recruitment onboardings quickly and easily, while easing the workload of your Call Centre. Achieve 3x increase in sales conversions by enabling product discovery and purchase in the same conversational interface.

[24]7 Conversations enables you to build, test, and tune your own conversational chatbots or virtual assistants and then deploy across web, mobile apps, messaging and voice channels. Messaging is destined to profoundly change the way that businesses and customers interact. Learn how [24]7.ai can help you operationalize messaging chatbots for utilities by using conversational AI to improve customer satisfaction and strengthen loyalty. Chatbots always involve some form of conversational interaction, via either voice-activated or messaging interfaces. RPA, on the other hand, can be applied to a discrete process that does not involve any type of user chat or interaction.

Automation of customer service and lead generation for electricity, gas, water and other utilities ⚡🔥💧

The utility industry has undergone significant changes in recent years, and customer expectations have evolved. A French provider of bottled gas, such as liquefied petroleum gas, butane, and propane, Butagaz has over 4 million customers. The human language is so rich, wide, and full of subtleties that being able to understand every single request isn’t that easy for machines. Instead of providing lengthy FAQ content, delight your customers with a Q&A Chatbot that converts FAQs to conversions.

• It should be easy-to-use, with no complicated interfaces that require 5 years coding experience to understand.
• Offer up-to-date information on energy pricing or promote your energy consumption app.
• Employees can interact with these simulations, improving their problem-solving skills and readiness for real-life emergencies.
• The software replies to customers regarding billing assistance, relocation setup inquiries, new plans, promotional offers, and other queries popular in the utility sector.
• 3) Chatbots Integrate with your Field Service Management (FSM) toolChatbots reduce the time a customer spends on hold by making it simple for them to book service requests that push directly to your FSM.

Chatbots can reduce customer switching by providing immediate and accurate responses to customer inquiries and concerns. This improves the overall customer experience and helps to build trust and loyalty. With both electricity and natural gas offers, they have millions of customers around the world.

What Are Chatbots And What Are Their Benefits – DigiPhlox

Our technology easily integrates with Customer Service Software, CRMs and digital channels such as WhatsApp and Social Networks. Energy-industry clients recognise the need to prioritise customer needs and enhance the overall experience in competitive deregulated markets. You can use the templates directly to launch the chatbot even faster, or to use them as an inspiration for your own chatbot building.

They reduce friction and frustration, because, let’s face it, what happens when user requests aren’t represented in any of the button options? Although many companies are still using this kind of basic chatbots, many others have turned to more advanced artificial intelligence and natural language processing technologies. Whether your customers are connecting to a conversational chatbot or virtual or a human agent, our single platform allows you to build models once and deploy across messaging channels at scale. For instance, a utility company could use Chat-GPT to analyze the usage patterns and preferences of its customers. Based on this, the company could design personalized marketing campaigns for its energy-saving programs or new services, increasing customer engagement.

Operationalize Messaging

A chatbot can easily deliver a few seconds first response time and similar resolution time. Customers quickly get the answers to the questions they ask, and with no room for error. Spanish startup Whenwhyhow develops a behavioral customer data platform (CDP). It provides customer-mindset analytics and actionable AI-based digital empathy to improve loyalty, reducing churn. The startup’s chatbot maps customer’s online behavior and interacts with them when an opportunity comes up, as well as predicts the customer’s water or electricity demand and offers deals accordingly.

The software replies to customers regarding billing assistance, relocation setup inquiries, new plans, promotional offers, and other queries popular in the utility sector. It uses AI to handle seasonal call surges and answers customers’ questions accurately and in a personalized manner. Moreover, it shifts the customers from chat to live calls, if needed, for the best customer service experiences. “I don’t want to call up the utility, they take away a lot of time from my day,” said an annoyed utility customer. Due to large call volumes, utility customer care lacks the efficiency of answering customer queries in a brief time.

examples of chatbots in utilities

Chat-GPT can analyze customer energy usage data to provide insights into energy consumption patterns. It can suggest ways for customers to reduce their energy consumption and save money, enhancing customer engagement and satisfaction. A new feature that customers are becoming increasingly aware of—is how well their utility company encourages energy conservation.

Through the use of Machine Learning models, AI-based chatbots can recognise patterns in the way users pose questions, even when expressed in different languages or phrased in unique ways. Chatbots lead the charge when your customer service team experience heavier demands from customers in periods of power outage or supply issues. Transform your customer service team with a surge of automated support from AI chatbot technology. However, chatbots understanding natural language produce better results in terms of customer satisfaction.

During times of crisis, such as a power outage, an unexpected cut-off on the electricity due to an unpaid bill, etc., chatbots can come in to save the day with the instant communication they provide 24/7. Answer Queries— Most of the questions an energy or utility chatbot receives are about technical queries on the services they receive. These can be about registration and deregistration, meter readings, changes they would like to make on their tariffs, past or present invoices, or fault clearances. Startups such as the examples highlighted in this report focus on chatbots, advanced analytics, digital maintenance as well as predictive analytics.

Exelon plans to launch it soon, allowing customers to use a variety of messaging platforms and digital assistants to ask billing and outage questions. How many of us have had our questions answered instantly while interacting with chatbots? On contrary, imagine the time when we needed to check our utility bills if it did not land in our mailbox in time. Bots have invaded many aspects of our lives and utility interaction is just one of them.

That microservices and customer front-end is built on Oracle Mobile Cloud service. Having that cloud-based, microservices architecture lets Exelon deliver new features to customers faster, and react to new customer expectations such as chatbots. Round-the-clock Service— Whether or not a company hires customer representatives, it can always make use of the 24/7 customer service chatbots provide. Chatbots can work at any second of any day and can reply to a limitless number of customers in an instant. While customers receive instant support, companies can also reduce the costs of training customer representatives. The company created an AI-powered chatbot that helped its customers ask several questions and understand the information related to their utility bills and outages.

In short, a chatbot is computer software that has been designed to interact intelligently with humans online. The bot is programmed to take cues from human conversations and using language association it can produce instructions, documentation, and general guidance. Despite the common misconception that chatbots and artificial intelligence are here to take our jobs, they actually alleviate mundane tasks and make companies more performant.

It is troublesome for service providers to manage demand-side electricity which results in electricity overload and complaints from customers. For such cases, startups develop AI-based solutions that allow customers to easily communicate with their providers. This, in turn, enables utility companies to gather actionable insights and manage resources accordingly. Due to advanced process flows achieved with the help of technologies like machine learning and natural language processing, chatbots have the ability to monitor systems and meet customer expectations. In the utility industry, poor customer service often leads to customers switching providers.

• AI-powered chatbots build customer loyalty through instant, positive and frictionless service and support experiences.
• Some companies are already implementing chatbots that include instant payment methods to pay bills through this channel.
• This could reduce the time spent on contract management, freeing up staff to focus on more strategic tasks.
• The investments in AI have shown cost savings and revenue improvement in business.
• The startup’s chatbot maps customer’s online behavior and interacts with them when an opportunity comes up, as well as predicts the customer’s water or electricity demand and offers deals accordingly.
• They reduce friction and frustration, because, let’s face it, what happens when user requests aren’t represented in any of the button options?