AI-Powered Agents and Chatbots for the Utilities Industry 7 ai

Email support comes out worst, with a median resolution time of three hours, and contact forms are not far behind, with a two-hour wait for answers to simple questions. An AI chatbot can handle hundreds of conversations simultaneously and won’t break a sweat. The San Diego Gas and Electric Company serves more than 20 million users with their vast and comprehensive infrastructure. The company was going through a power leakage issue, which reduced customer experience and increased the cost of maintenance.

• Learn more about how SightCall protects user data in compliance with state, national and global regulations.
• Escalate high-value requests to agents through live chats to continue the focused support.
• In the present scheme of things in the utilities sector, an onboarded customer is often left confused about the workings of the utilities provided and how to benefit from them in an organised setup.
• If you are interested in the things chatbots can offer you now and in the future, we invite you to fill out our form by clicking here to start your journey.

By providing a more personalized and interactive customer experience, virtual assistants are helping utility companies improve customer satisfaction and reduce support costs. Customers now demand personalised experiences and instant access to answers on various topics, such as service, upgrades, clean energy alternatives, prepaid billing, home energy management, and real-time outage reporting. They expect swift responses to their inquiries, preferably through messaging channels. A study conducted by Salesforce revealed that 68% of users prefer chatbots due to their quick response time.

Power outages

Using our easy-to-navigate interface, start building your own sophisticated virtual assistant with zero coding skills required. Help With Relocating— As customers move out, they need to fill out several forms to declare they are logging out of one place and logging into another. Via chatbots, without any complicated process, they can simply carry out the handover process through chatbots. Chatbots can ask for certain information necessary for the relocation, like the old meter readings, the handover dates, customer information, etc. After collecting the data, it can then notify the competent bodies of the alterations.

Companies use data-driven techniques and chatbots to interact with customers throughout and provide personalized services, which also allow utility companies to cross-sell and upsell their products to the existing customers. The utilities sector is increasingly implementing WhatsApp chatbots in order to streamline its customer experience and automate many service offerings. This technology uses artificial intelligence (AI) and other automation technologies to communicate with customers via chat, automating routine tasks and providing quick and convenient support. As utilities look to enhance customer service and optimise operations, chatbots have become a critical tool.

Functionalities of a chatbot for utilities

“Using the chatbot, we have been able to automate more than 60% of the repetitive questions, leaving more time for our agents to focus on more demanding tasks.” As Oil & Gas modernises, pivoting investment to cleaner and more sustainable energy solutions, it has an opportunity to connect with customers more directly and with personalised chatbots for utilities conversations. These conversations can help emphasise the great strides energy companies are making in environmentally conscious solutions. Promote Your Solutions— Finally, chatbots can analyze the current situation of the customer and can inform them about the company’s offers and discounts to serve them better.