AI-Powered Customer Support
- Jul 16, 2018 9:45 pm GMT
- 1485 views
Next Generation Customer Support
It is well-known that a large percentage of calls to any call center are a result of a customer receiving a higher than the average bill. There could be any number of reasons why this might have occurred, from extreme weather, to inefficient appliances, to simply higher than typical usage. Leading utilities are taking advantage of artificial intelligence (AI) and data science to address these high bill calls. Bidgely, the industry leader in AI for utilities, has developed a next generation Customer Support solution leveraging its AI-powered disaggregation technology.
Bidgely’s solution utilizes a three-pronged approach that works to decrease the costs associated with high bill calls, while simultaneously increasing customer satisfaction:
- ALERT | The system proactively sends alerts via email and SMS for a projected high bill, giving the customer time to act and thereby pre-empting the triggers that lead to calls.
- ADVISE | The Voice Advisor solution shifts some of the load to voice-enabled devices to handle simple questions such as “Why is my utility bill higher this month?”
- ASSURE | Unlike simple analytics that rely on limited factors such as weather, this CSR-facing analysis uses disaggregation to rapidly pinpoint the cause of high usage.
The AI Difference
Without AI: With traditional high bill customer service, the customer and CSR are limited to available analysis such as weather and anecdotal information that rely on a consumer’s memory of their activities during the past month.
With AI: The customer receives a proactive alert letting them know that their usage is higher than expected. The alert also identifies the likely culprit that is causing the unusual usage. This is achieved by applying AI-powered disaggregation that identifies actual usage of various appliance loads for that specific home. This helps the customer remember unusual usage, or enables them to check if an appliance is malfunctioning or has been left on unintentionally. Similarly, this gives the Service Rep a breakdown of the customer’s usage to guide customers to understand their usage. It further can provide opportunities to enroll customers in programs and identify product upgrade options.
By shifting information to email and Voice Advisors and leveraging AI, utilities are effectively creating “grid edge virtual CSRs”. Customers get specific guidance to avoid high bills, eliminating the need to call. In cases where a customer wants to speak to a human being, the rep has what he or she needs to quickly analyze the situation.
The three pronged-approach reduces cost to serve by decreasing overall call load and increasing CSR efficiency. It further supports customer satisfaction by alleviating key points that cause customer frustration.