How to Transform Utility Customer Service Using Chatbot

By CIO Applications| Monday, January 27, 2020

Chatbot in the utility industry can play a significant role in boosting customer satisfaction and attracting new customers.

FREMONT, CA: Utilities have plenty of work to do when it comes to customer assistance. If utilities are to enhance their reputation and visibility, then efforts need to be made in the way in which firms communicate with their customer base. This is where the use of technology comes in, particularly artificial intelligence, in the form of chatbots. Chabot can make a lasting difference in customer experience. It is equipped to find insights from amounts of customer data, bringing customers the information they need.

With competition on the rise in the utility market, customer experience has become the ultimate differentiator. In a customer service situation, a chatbot may be programmed to collect and analyze customer information to deliver the requested service to customers. A chatbot may also be able to identify customer needs with more complex inquiries. Soon, chatbots will learn and adapt to unfamiliar phrasing of questions and will delight customers by supporting them with answers.

Utility customers today want to engage with firms in a way that is most convenient for them, and many of them prefer messaging instead of using phones or web apps. Voice-enabled chatbots will make people used to the convenience of voice commands and automated responses. Besides all these, artificial intelligence, machine learning, and natural language processing are advancing quickly, making chatbots smart, relevant, and practical for utility firms' use. With AI-powered chatbots, utility firms can offer convenience and personalization that customers demand the most. Shortly, utility customers will be able to increasingly witness the difference between the ones that have the right AI-powered bots and those who don't.

Chatbots in utility can perform functions beyond chatting soon. Utilities can plan for innovations on the way while taking immediate steps towards chatbot integration.