How conversational AI is revolutionising the utilities sector

Consumers' customer service needs from the utilities sector are typically both sporadic and urgent. Someone needs service turned on, or off, or transferred – or they are reporting an outage and want to know when service will be restored. Conversational AI has transformed these interactions, meaning that gone are the days of frustrating call centre queues, confusing online menu options, and outdated FAQs. Being able to handle these inquiries swiftly and confidently is key to delivering a positive customer experience. Conversational AI can help manage customer care in contact centres by streamlining the service process, reducing the impact of high call volumes on contact centre morale during outages, and making routine tasks associated with utility accounts easier and faster to navigate.