Discover 5 Top Startups building Chatbots for Utility Companies

Know how to deliver a better customer experience with call automation and text to speech ivr. As you can see, each utility bot has a different role and performs different functions. There are many more bots that can be deployed to handle customer service tasks, manage customer journeys, automate processes, run marketing campaigns, or facilitate employee workflows. For example, Oracle Mobile Cloud Enterprise will let developers write a response to a customer question, providing a multichannel platform linking user experiences across bots, mobile, and web.

Promote the next best action based on customer intent and history informed by big data and predictive analytics. Surprised that an electric utility is on the cutting edge of chatbot innovation? You shouldn’t be, since it’s not the industry you’re in that drives what customers expect. “AI enables us to optimize customer experiences, but all while minimizing fraud and compliance issues,” Andrew Stucchio of Discover Global Network told PYMNTS. By analyzing data from various sources, it can predict potential outages, enabling the utility to take preventive measures and communicate with customers proactively. GetJenny chatbots came out on top when compared to their competitors in a public tender process by Keva, a Finnish pensions insurer.

Build good customer rapport with Ambit Energy & Utilities

Chat-GPT can automate a range of routine tasks in the utilities sector, such as generating bills, updating customer records, and responding to basic customer queries. This can enhance efficiency and free up staff to focus on tasks that require human judgment and creativity. For example, an electric utility could use Chat-GPT to analyze weather data and predict potential power outages. The utility could then take preventive measures to minimize the outage and inform affected customers in advance, improving customer satisfaction.

Ensuring every customer is supported in a timely manner during their time of need is essential to good business. Given the current climate of deregulation, it’s also conceivable that competition between utilities will increase even more in the coming years. In that scenario, faster, more satisfying customer service will absolutely be a key distinguisher that sets the most attractive, customer-friendly utilities apart from the rest.

What are Energy Sector chatbot templates?

There are limited reasons why a consumer needs to interact with their utilities provider. With the help of a utilities chatbot on WhatsApp, all of these interactions can be put under one single shed. The bot can be programmed to perform all of the following tasks, making the process smoother, efficient, and satisfying. Due to poor accessibility to information available in the utilities sector, many customers are unaware of the offers and other details.

About 60-90% of your customer service queries are frequently asked, simple questions. If we take the lower end of that scale, you can estimate about 250 hours per month saved per month by eliminating those FAQs from your agents’ workload. Both companies have moved two team members in their customer service team to other duties following chatbot adoption. Discover MindBehind’s advanced conversational solutions to boost your sales and amplify your support services.

Training and Support

A hybrid chatbot combines rule-based and AI-driven approaches to provide a versatile conversational and personalised experience. It uses predefined rules for specific scenarios and frequently asked questions while incorporating AI capabilities like natural language processing and machine learning. This enables the chatbot to handle a wide range of inquiries and adapt to variations in user language. Exelon has built a working prototype of the chatbot, which relies on natural language processing and artificial intelligence to understand conversations and provide clear answers.

Over the phone or online, communicate with customers anytime and anywhere using a simple, easy-to-use program. You can only improve your business if you know which areas need improving. Surveys help utility companies measure, assess, and advance overall processes and specific offerings. It’s important to check if customer service chatbot automation is a good fit for your customer service team.

For those seeking basic functionality, rule-based chatbots offer a cost-effective option, as they entail lower development expenses compared to AI-powered bots. For smaller utility companies or those with specific goals, rule-based chatbots can be a suitable and practical solution. While AI chatbots are generally more sophisticated, they may not always be necessary in this sector.

Additionally, with Mobile Cloud Enterprise companies can leverage other mobile services such as location and push notifications with bots. 2) Chatbots Can Quickly Scale Your Service DepartmentChatbots are like automated employees that can work without breaks, holidays, or sleep! They can handle multiple customers at one time while alleviating your human resources from mundane tasks. Bots make it possible to scale through digital transformation without hiring more employees to perform the same set of tasks.

WhatsApp Chatbots – Transforming Customer Experience in the Utilities Sector

Naturally, utilizing the popular and user-friendly app to communicate with your users is a fruitful way to retain customers and enhance your brand value. It becomes difficult for the customer to manage countless unorganized bills of the utilities sector. As a result, customers struggle to review utilities bill, modify account details, and analyse pending payments.

They have been developed for specific use cases, including account administration, billing, outage warnings, house moves, field service, and more. Each bot is designed with a very targeted or specific business purpose with a goal of achieving a specific outcome. This makes it easy to train and deploy them while allowing them to communicate with other bots to deliver combined capabilities. If the outage is large-scale, the number of callers dialing into a contact center can be substantial, and this can really impact employees as they attempt to communicate with every single customer. Live agents become overwhelmed with the volume of work and customers grow frustrated with wait times and lack of accessible information.

And in today’s market, competition from other providers encourages utility companies to use conversational AI to rise to the expectations of their customers. Bringing customer service chatbots into your team is almost like hiring a new team member. AI chatbots regularly expand customer service team capacity in any company they work in, even during crises. Their AI chatbot has freed up time for their human colleagues chatbots for utilities to improve customer service and experience in other ways. While your customer service team would handle all customer requests during normal service operations, customer service agents generally experience surges in calls and requests when there’s a service fault. Provide Instant Help— Customer representatives can work within limited hours, but there will always be customers who will come in after hours.