Enhancing Energy Services with AI Communication

AI and cognitive NLP Technologies integration to introduce new communication channels, improve self-service, and NLP Bot Implementation.

Goals

Introduce novel channels and services to the customers of the energy company.
Foster quick and convenient self-service avenues for information and services.

Strategy

Incorporation of cognitive services coupled with natural language processing to precisely discern customer requirements.
Commenced the rollout with services already present in the existing IVR system.

Highlights

Paved the way for a broader spectrum of communication channels and avenues for consumers.
Achieved a significant reduction in manual operations through enhanced self-service capabilities.

Results

Successful integration of new communication channels such as Messenger, Chat, and WhatsApp.
Marked the pioneering introduction of a bot for the brand.
Accomplished a stellar 66% resolution rate through self-service bots.

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