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Chatbots: Automating customer service at a major utilities company

Conversational AI chatbots become your automated sales and service solution. Give visitors an easy way to find out more about your products and services with in-conversation information and links to more detailed pages. Guide them to your higher-converting landing pages and grab the opportunity to acquire more customers on your website. To make you benefit from JennyBot faster we have prepared Energy Sector chatbot templates. These are ready-made conversation scenarios that cover all most common questions Energy companies receive. What’s more, queries that the chatbot is not trained to solve can be seamlessly transferred to the human agent using bot-to-human handover.

chatbots for utilities

A utility chatbot on WhatsApp can be used to respond to customers instantly. Chatbots function 24×7 and hold personalized communication with every individual, thereby cutting the waiting time for your customers. Utility chatbot on WhatsApp creates a consistent channel for connectivity and interaction for the wide customer base. This connectivity not only aids customer communication and experience but also helps in reducing operational costs. The answer to this question is both simple and complex at the same time. However, the most advanced capabilities of current chatbots can go above and beyond.


In summary, chatbots offer the opportunity to achieve a high return on investment with minimal effort and are therefore worthwhile to consider. For a chatbot-only approach, a simple snippet is pasted into your website. Your GetJenny Customer Success Manager will always be on hand to help you. Our security and privacy policies are trusted by government bodies, healthcare providers and financial institutions.

  • Utilize Generative AI chatbots for efficient customer service across multiple channels and languages with minimal development.
  • Startups such as the examples highlighted in this report focus on chatbots, advanced analytics, digital maintenance as well as predictive analytics.
  • For example, in a customer care situation, questions such as, “What is the balance on my bill,” “How can I save money on my electric bill,” or, “When will my service be restored” are common.
  • Think of customer onboarding, or proactively guiding customers on smarter usage, or running a retention campaign to win back lost customers.
  • Each bot is designed with a very targeted or specific business purpose with a goal of achieving a specific outcome.
  • By automating customer support, Generative AI chatbots effectively reduce costs, enhance productivity, and lower overhead expenses.

One way to use cognitive technologies is to automate customer service processes. Automation can reduce the amount of time customers spend waiting for a response, as well as reduce the amount of manual labor required to answer customer inquiries. Automation can also help ensure that customers receive accurate, consistent responses.

The countless functions of a chatbot

Round-the-clock Service— Whether or not a company hires customer representatives, it can always make use of the 24/7 customer service chatbots provide. Chatbots can work at any second of any day and can reply to a limitless number of customers in an instant. While customers receive instant support, companies can also reduce the costs of training customer representatives. IVAs with conversational AI can be trained to do more complicated tasks than a traditional IVR, partly because an IVA can pick up on the cadence and tone of a customer’s voice. IVAs get customers what they need—quickly, efficiently, and effectively. The company created an AI-powered chatbot that helped its customers ask several questions and understand the information related to their utility bills and outages.

  • The origin of the chatbot arguably lies with Alan Turing’s 1950s vision of intelligent machines.
  • Further, it reduces peak load for service providers, increases program enrollments, automates frequently asked questions (FAQs), and keeps customers engaged by simplifying home energy management.
  • For example, you’re at your computer researching a product, and a window pops up on your screen asking if you need help.
  • Since utilities are service-oriented businesses, customer communication is an integral part of their services.
  • JennyBot is simple to use, and they can immediately start working on it after a two-hours training with our team.
  • For the development of chatbots we use such technologies as Machine Learning and Natural Language Processing, ensuring that chatbots are not inferior to human workers.

After scouring through different resources, when the customer manages to find the right contact number or email address, there is no guarantee when – or if at all the query will be solved timely. Two decades ago, online payment through a company website revolutionized the relationship between utilities and their customers. The next step in expanding that relationship is offering accessibility across a plurality of devices and starting points. As the AI revolution continues, these tools are helping businesses connect to customers more directly and effectively while actually reducing overall operating expenses for the organization.

What automation percentage can we achieve with JennyBot?

Artificial intelligence, the foundation for chatbots, has progressed since that time to include superintelligent supercomputers such as IBM Watson. Nearly 55% of online shoppers terminate a purchase as they can’t find needed answers to their questions quickly enough. Thus, the massive advantage of a chatbot for business is an ability to help clients at any time. DiRAD provided a next-generation call center platform, PureConnect from Genesys, to improve their customers’ experience. TS2 SPACE provides
telecommunications services by using the global satellite constellations.

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The use cases for digital assistants have a far wider reach and implications for energy and utility companies than just the simple Q&A type chatbots. Spanish startup Whenwhyhow develops a behavioral customer data platform (CDP). It provides customer-mindset analytics and actionable AI-based digital empathy to improve loyalty, reducing churn. The startup’s chatbot maps customer’s online behavior and interacts with them when an opportunity comes up, as well as predicts the customer’s water or electricity demand and offers deals accordingly.

Ready to Serve More Customers?

Customers will increasingly notice the difference between companies that have true AI-powered learning apps and those that don’t. How many of us have had our questions answered instantly while interacting with chatbots? On contrary, imagine the time when we needed to check our utility bills if it did not land in our mailbox in time. Bots have invaded many aspects of our lives and utility interaction is just one of them. They are intelligent enough to answer any standard question, while at the same time they are smart enough to direct you to a live agent for the complex ones. Here, we can understand the concept of Machine Learning (ML), which trains the bots.

chatbots for utilities

For a more general overview, you can download one of our free Industry Innovation Reports to save your time and improve strategic decision-making. AI-powered algorithms can analyze energy usage data to identify patterns and make predictions about future energy needs. This can help energy and utilities companies to better manage their energy resources and reduce energy costs.

Does Generative AI Integration Make Traditional Conversational AI Systems Irrelevant?

Major companies also use chatbots to connect their customers and add personality to their products. For example, they can provide customer support, submit product reviews and engage customers through targeted marketing campaigns. If customers have a problem with a product, they can connect with a chatbot to explain the situation and the chatbot can enter that information to figure out how to fix the product. Chatbots are the future of the customer experience and have the power to replace search windows and many apps in the not too distant future. Chatbots, like other AI tools, will be used to further enhance human capabilities and free humans to be more creative and innovative, spending more of their time on strategic rather than tactical activities.

What is chatbot and types of chatbot?

Chatbots, also called chatterbots, is a form of artificial intelligence (AI) used in messaging apps. This tool helps add convenience for customers—they are automated programs that interact with customers like a human would and cost little to nothing to engage with.

To build the prototype quickly, Exelon relied on new chatbot-building capability from Oracle. Exelon used an early limited release of this functionality, which is now an integral part of Oracle Mobile Cloud Enterprise. Among other things, that intelligent chatbot capability removes the complexity of writing different code for every potential chat platform, from voice platforms to various other chat platforms. Exelon could reuse the microservices developed for its mobile app, and use the same APIs to securely provision the needed back-end services for this new channel. Before looking at the use cases for chatbots in more detail, it’s worth exploring the terms “Bots” and “Robotic Process Automation (RPA)”,  both of which are prevalent in the energy and utility sector.

Chatbots & Virtual Assistants

At deployment, chatbots can be preloaded with a utility company’s most common FAQs and website navigational questions from customers. Every single one of those tickets is deflected from human support professionals, reducing staffing needs for call centers. And third, natural language processing, artificial intelligence, and machine learning capabilities are advancing quickly, making smart chatbots relevant and practical. With AI powered chatbots, organizations can finally deliver convenience and personalization that customers prefer.

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